In the customer’s mind, if they give you money... they bought. Now, they have to change their minds to bring the product back. Now, they is the extra effort of getting a refund. It is an unpleasant experience for the customer. They will tend to avoid it.

But if they didn’t give you money...they borrowed the product. Now they are just "dropping it off" when they return it. Now, it takes extra effort to come in and pay you. They will tend to avoid this too. So they are far more likely to keep what they bought. This is all the customer’s perception.

The vast majority of questions customers ask, are best answered in a complete, straight forward manner. The "Can I bring it back" question is one of the only questions I answer by ...well...changing the question.

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