When I used to travel through the Indian subcontinent, I observed the bands of free roaming monkeys. The mother monkey would send the baby in the house through the steel barred windows, to steal food. The locals put food inside of a gourd or coconut, with a small hole, to catch and remove the little thieves. The baby monkey would reach inside, and never let go, the hole was too small to release its clenched fist, and it was easily captured.
Sometimes rogue knifemakers are the same way with money, they never let go, even if it leads to their capture, or if it discloses some scandal about their operation. Once they get their hands on the money, they won't release it under any circumstances. While this is probably not the case here, one can only speculate about other situations where the customer is denied a quick and easy refund.