This morning I got a call from Defender's customer service manager, Jack - who apologized for the whole issue and informed me that Defender is much more reasonable in their return policy than I was initially led to believe (and that this applies to electronics as well). We did not discuss specifics, but in general it appears that as long as the policy is not bona fide abused, there should be no issues (which sounds about right to me).
Also, they do apparently read forum messages - (which, personally, I consider a good thing - anyone that cares about their reputation with potential customers is a better business by definition
In any case, I am glad to have heard from them, and hope that this is a one time issue never to occur again and that everyone comes out a better business/person/whatever they are from it.
P.P.S I also received an email from the Defender's owner Stephen Lance. I am glad to report that Defender is taking customer service issues seriously.
I hope I have his permission to quote a part of the email (if I do not, I will remove it - but I didn't want to re-tell it in my own words and, perhaps, distort the meaning), I think this is important to any Defender customer:
Defender's return policy is fairly straight-forward. If an item can be sold "as new" or in the exact same condition that it left here, we'll take it back within a fixed period of time. The intent of the policy is to limit the frequency of purchases that have not been fully researched by the end-user and to minimize the occurrence of Defender being in the less-desirable position of having to discount product that is not factory packaged or has been "tested" by a consumer. I want to be sure, for all my customers, that the product they are receiving is factory fresh and has not been "handled" by other customers, regardless of their experience level or care in repackaging the product. The facts remain, it was handled by another party and I, myself, would want to know that before being sent that product, as factory new.
I think that this is a very reasonable policy, and now that everyone understands what it is - there should not be any issues going forward.