A Woman Returns a Formal Dress to Your Store

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. How do you inform her of your refusal to give her a refund?

A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of
damaged merchandise, and recommend a tailor who can fix the
tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humor to soften the blow of your refusal.