To put it succinctly, we work best with people who know what they need. We make a mutual and equitable exchange and we're done; both go home happy. If there's any uncertainty, ask questions before making a purchase. While we appreciate your trust and solidarity towards small business, also keep in mind that as a small business, we have to balance where we spend our time and resources.
The email sent was as vague as it was brief, almost deleted as spam, in part stating 'it is still boxed and unopened'. How can the gift recipient then have determined the product is unfit for use?
Several of our customers purchased products as presents. They're happy as far as I can tell from their reviews.
In the end, it is unfeasable to expect everyone, coming from varied mileues, to be happy.