I think the problem sometimes arises when a rule has been introduced for a perfectly valid reason to avoid a certain problem, but the person applying the rule either doesn't have or isn't allowed the flexibility to use their judgment and see whether this is a case where the rule isn't appropriate.
I have an example but it is very old and will date me!
Back in the late 80s,when DH and I were newly married, DH won the raffle at our company Christmas party. He won a CD player. That might sound a bit "so what" now but back then it seemed like a fantastic prize and we were thrilled. Of course, we didn't yet have any CDs but agreed we would buy things in that format from now on.
Well the thing was I had already bought DHs Christmas present - two LPs I knew he wanted and of course on vinyl. One from WHS and one from Woolworth. I still had the receipts so I thought I would take them back and ask if I could pay the difference (CDs were more expensive than vinyl) and upgrade to the CD version.
WHS were fine about it but the girl in Woolworth flatly refused. She explained that they were not allowed to take records back because "People record them to cassette and then bring them back and ask for their money back"
I tried pointing out that:
a. The LP was still encased in shrink wrap plastic so I clearly hadn't even taken it out of the sleeve, much less played it.
b. Didn't exactly want my money back I wanted to give them more money to get the same record in a more expensive format.
However, nothing doing. I thought about asking to speak to her manager but it was a busy Saturday just before Christmas so I didn't bother. Did seem a but frustratingly stupid though.