answer: #Person1# wants to change the tie she bought last week for something else, but #Person2#tells her she can't because it's worn.
documents: #Person1#: Can I help you?
  #Person2#: Yes, well, I bought this tie last week for my husband's birthday, and er...well he doesn't like it. Could I change it for something else, such as a shirt or a hat?
  #Person1#: Certainly, madam, provided that it hasn't been worn, and if you have the receipt.
  #Person2#: Yes, here it is.
  #Person1#: OK, er... this tie looks as if it were worn. I'm afraid I can't put that back on the shelf.
  #Person2#: Oh, that's a pity.