I find it stupid. the money was returned, if the persion then wants a hard copy to replace it they have the option of going to buy it.
people are nuts and that person is an absolute lunatic. Ombudsman? are you kidding me?
anyway. its digital content and the money was returned. open and close case. if you don't like it turn wispernet off, and only use the online interface.
and remove the DRM from your books.