In the business world it is very unethical to not tell a customer ahead of time, especially on something so specialized as this, what the return/not return policy is. This business is, most likely, under strict guidelines from Bernina. Bernina maybe should be contacted and asked about it and have THEM make it right - and at the same time let the owner of the store know what is going on... his/her hands may, again, be tied in this case.