Pump
It is funny that AFTER you tell him you will refund the money he tells you it was broke due to poor packaging. It should have been the first thing he called about, especially if it was insured. I wont ship unless I insure it. Most treat packages like Jim Carray in Pet Detective, so you are bound to get a broken part or two. From reading his email it seems he wants the pump AND his money. Now that it is broke and he failed to tell you, I would assure him he owns it and to piss off