I once had a lady threaten that she was going to report us to the State's Attorney General because we do not give cash refunds - exchange or merchandise credit only.
I offered to make the call for her, and did. While she stood there steaming, I got the right soul on the line and asked if we were required to give cash refunds. On speaker. The answer?
"Stores are allowed to set whatever return policy they wish, as long as it is posted publicly," (as I gestured pointedly to our sign upon the wall and the printing on our receipt).
The lady's response - also on the speaker - was, "Well, she's LYING! *I* know the law!"
And she left without the cash for the book for which she had no receipt.
--Bored at the Bookstore