I've been reviewing potential clients for website designs and this always reminds me of the main reason you should manage and protect your online image and presence. If you don't manage your image then someone else will and you may not like what they say about you.
There were a couple of businesses that I looked up today that didn't have websites posted. They may be businesses that feel they don't need to worry about the internet.
These companies have customers that use the internet. Customers tweet about service experiences. They send really nice emails to their friends about products. They can also post your business to a site and complain; fair or not. A negative post may just be a customer's messed up perception of you or your business but there it is posted on the information highway like a neon billboard.
These posts will show up every time someone searches for a business like yours or Googles your business name.
So what do you do? If there is no accommodation with the customer the best thing to do is post your own information on your own website about your business. You can detail what your return policy is on your own site. You can provide an email address so that potential customers who are unsure can ask questions. In other words, you can create your own business image.
It's your choice. Their image or yours?