During my retail experience, part of my job as layby attendent was to make customers fully aware of the terms and conditions of layby, and hope my coworkers did the same also. In one situation, a customer returned months after her completion date of her layby (which had been store cancelled) and wanted a full refund. I was not able to give her a full refund (due to cancellation fees), but apologised immensely and helped her collect the items that were on layby again from around the store and finishing her purchase at checkouts.