It’s pretty simple. Every business has to have policies and procedures, or else there is a good chance you are going to be taken advantage of. But there is no reason to make them any less consumer-friendly than they need to be. I try to think of myself of as a consumer when we put our policies in place. If I was shopping at a different store and they had the same policy, would I find it to be unfriendly or unreasonable? If so, it’s probably not a good policy for us.