Did the customer send pictures of the supposed damage/flopping of the tail? If not, it sounds a lot like a case of buyers remorse which is not your fault at all.
The headband I understand. I used to wear them, and some of them really dig in and hit those pressure points on the side of your head just right to give you a migraine.
All in all, I say stick to your ToS. You did nothing wrong, your quailty looks good, and unless they provide PHYSICAL EVIDENCE that the tail's not working faulty, I wouldn't even give them the refund. I'd ask them to send me back the ears and just switch out the headband. If they DO provide pictures, did you warn them that a lot of husky tails flop? If so, too bad so sad. If you didn't, I'd say have them send that back too and try to reshape it (but ONLY if they send pictures of the 'damages' that make it so unwearable).
no subject
The headband I understand. I used to wear them, and some of them really dig in and hit those pressure points on the side of your head just right to give you a migraine.
All in all, I say stick to your ToS. You did nothing wrong, your quailty looks good, and unless they provide PHYSICAL EVIDENCE that the tail's not working faulty, I wouldn't even give them the refund. I'd ask them to send me back the ears and just switch out the headband. If they DO provide pictures, did you warn them that a lot of husky tails flop? If so, too bad so sad. If you didn't, I'd say have them send that back too and try to reshape it (but ONLY if they send pictures of the 'damages' that make it so unwearable).