Your letter of [10-10-2010] in which you described the condition of the [item] you ordered from us has been brought to my attention. We are very sorry that this merchandise was damaged in transit.
Please return the damaged goods to us by placing the original carton inside a slightly larger box and attaching a copy of your letter to us on the outside of the package.
Upon receipt of the merchandise, we will immediately send you a replacement and a check to reimburse you for the extra shipping expense.
I am sorry for this inconvenience, but this procedure must be followed for insurance purposes.
Thank you for your understanding and patience.