'So you are not happy with your blonde sorrel pony? Well, I can offer you an exchange, as I would not want one of my ponies where it was not desired. However, this is not a decision to take lightly, so I will give you a moment to think about this.

'If you are really sure you want to exchange your pony, speak to me again, and I will give you a receipt in return. You can then exchange the receipt for a different pony.'