A customer returning defective merchandise should be given an immediate refund if the merchandise was defective when purchased and was not on sale; if the customer is returning merchandise that is not defective or was damaged by customer negligence or customer abuse, the customer should be referred to the manager.
A customer who purchased a set of wrought-iron patio furniture at the regular price should be given an immediate refund if the welding on two of the chairs was faulty and caused them to collapse during their first use, because this conforms most closely to the principle stated above.