Translator Reviews ( Japanese → English )

Japanese

こんにちわ
返品の規約について教えてください
弊社は衣料品を販売しています
以前お客様からの返品依頼があり、快く受けたのですが、戻ってきた商品は下げ札（クオリティタグ）が切られ、畳まれずにクチャクチャの状態で箱に詰められた為、アイロンをかけても伸びない皺が付いた状態で戻ってきました
もはや古着としても販売できないレベルです
さらに下げ札は返品の中に見当たりませんでした
この場合、満額返品しなければいけませんか？
また、下げ札がないと返品を受けれないと事前に言っても良いのでしょうか？

English

Hello.
Please let me know about the convention of returning items.
We sell clothing items.
We once received a return item request from a customer, and we kindly agreed to the request.
But, the item returned back was very bad condition, where the quality tag was cut off, the cloth was not fold up but very messy, and the wrinkles were so bat that ironing did not help.
That was so bat that we could not sell it as a used one.
Furthermore, the quality tag was missing.
Even in such case, should we make full refund?
Or, would it be allowed for us to tell the customer that we cannot accept the return without the quality tag?