Mrs.Velazquez,
I had to hang up on you because you wouldn't stop yelling and not let me talk. As per our phone  "conversation" I'm willing to grant a full refund only If you send the ribbons back to us, that is our policy. I will also refund the amount you paid for shipping them back to us. I can not grant a full refund if you keep the riboons because you know they can still be used. I'm keeping this message and all the other ones I've been sending you as my records in case I need them in the near future.
I've been in business long enough, my reputation is been very good, I'm running an honest and clean business and I'm very proud of it. I've been blessed to have the love ,gratitude and appreciation from my students and customer throughtout these years.
Thank you for your cooperation and I'm sorry for the inconvenience.