I can't see the picture, so I won't comment on that (I'm at work).
If you believe it is not your best work, and they are not happy, then you owe them.
Excuses are irrelevant. Bad day, they insisted, etc etc....it happened, and you let it happen. It is your business after all.
I would do anything in my power to make it right. Refund. Reshoot for free. Refund AND Reshoot for free. Whatever it takes. It may cost you, but that's business. It's a writeoff on your taxes at least (if it's a "legit" business).
Consider it an investment. I'd much rather work with someone who I know will "make things right" when things don't go as planned as opposed to someone who I only hear about as "everything was great". Things don't ALWAYS go great, that's life.
I'm not as generous as Ken, I believe if you do a good job...a really good job, the customer will tell one person,... if they ask. If you do a bad job, they will tell anyone who will listen.
This person has obviously already spoken to others about being unhappy, Now, if you make it right, she will probably at least tell those same people.
I am NOT of the opinion that "the customer's always right". But in this case I would say they are.
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