Haynes Furniture Will not refund the 90% stated in their return policy Newport News, Virginia

My mother purchased 3 chairs for my children as Christmas gifts.  They were delivered with on Christmas Eve with a $75 delivery charge (outrageous).  When I came home for Christmas from out of state on the 26th of December, I noted that we really did not have room in our house for the additional furniture and asked if we could return them.  Later on the 27th we called Haynes to inquire about returning the chairs.  They acknowledged that we were within the return time frame and that their policy as written on her receipt is that they refund 90% and she would need to take it to the distribution center on the 29th (they weren't open on the 28th).  We loaded the chairs and my mother and stepfather took them to the center on the 29th.  They were told that they could not take them because two were out of their plastic and had some dog hair on them and the third chair had a tear in the plastic and a dog hair was visible.  There is nothing that states they are to be in their original packaging.  I am most certain that Haynes has a vacuum with enough power to remove dog hair.  It is not as if the dog was sitting on the chair, they simply have dogs in their home.  The representatives were very rude and I believe the company has committed fraud as they are not following their own return policy as written.  Never do business with a company that does not have a 100% money back guarantee.  This company has absolutely no regard for the customer.