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It is losing him money.. Think about it, old hats that your getting money back. That means tons of people will come up with more money then they had with barely any physical evidence, therefore less people buying gralat packs.
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No, supplying the Gralats back doesn't cost Stefan. He doesn't lose money.
+After everyone eventually refunded all of their hats, things would go back to buying Gralat packs again anyway. If you can refund heads, shields, swords and bodies, why not hats? Even if there was no database, I'm sure Stefan could whip up a database of hats less than 2k, and make those non-refundable. If every hat were to refund for 1k each, I would make only 30k from all of the hats I don't use. Stefan needs to place the community over money.. Not happy community = No community. No community = no Graal.