Thank you for the reply. I do have our return policy in PDF and always direct our customers to it. Sometimes they dont even bother with the return because it is too much work.
For the customer we just had, it seems like she had already made up her mind and was not happy with the product. There was no reason for her to wash them.
I don't mind refunding or exchanging the return, as long as it is in resell-able condition.