Fair enough:
We sold a Fox brolly system, which the customer returned supposedly unused saying it wasn't suitable, and being as it had been bought as a Christmas present for him, we refunded and sold another brand of Oval brolly, the day after Boxing Day, so only a week or so old.
Within two days we had sold it again, at a discount, but when this customer got it home discovered the storm poles were muddy and the groundsheet was missing, so we replaced that as it could have been mislaid on our part, and gave him a £20 unhooking mat as a sweetener.
When he went to use it, on its first use, on New Years day, the supposed groundsheet had different fixings, clips as opposed to rings, so was not compatible with the brolly system it was supposed to be designed for.
As he was pike fishing, this at the time was not a major issue, although he was not too chuffed, but around 11am it started to rain, and according to the written report on the incident on its return, it 'leaked like a sieve'.
From what the second customer has said, it is quite possible the original customer used it, discovered its faults, and actually put it back into its original packing as tidily as possible to make it look untouched, as when I sold it second time around I checked the packaging and brolly bag before selling it to him.
I now have a Fox brolly system awaiting disposal after it was inspected by the Fox rep as it is unsaleable.