Sometimes, the customer is wrong

Why do people who wait two weeks to inform you of a problem also not want the problem fixed? The product is good enough to be used, but bad enough to complain for a refund. We don't have an explicit return policy. More of a "make it work" policy. If there's a problem with the final product, we're totally willing and happy to reprint it at no charge. But I resent being asked for a refund, especially when the proof that they approved matches the final product.