As mentioned, we're happy to offer refunds in reasonable cases. We always try to resolve the customer's concern first, and if we can't, we do sometimes offer refunds. However if the customer outright refuses to co-operate in a suspicious way, and then is personally abusive to staff members, then they are entitled to contact a lawyer and pursue their case that way, in which case we will be pleased to draw additional attention to their atrocious behavior.
Tom alluded to this but I do want to point out we routinely deal with fraud, abusive chargebacks, piracy and so on. We have to protect ourselves to some extent otherwise we end up with people who do things like use the product for a short amount of time, issue a chargeback, switch card and carry on. In other words we make exceptions for cases we believe may be fraudulent. If you are a genuine customer, and you have a modicum of decency to not abuse the staff, then we are entirely willing to co-operate.