Dear Mr. Marshman,

This is to acknowledge your letter of [date], in which you informed us that the merchandise delivered to you on [date] was defective.

If you will read our terms and conditions for sale, you will note that our policy provides our customers with [time] to inspect and either accept or reject our merchandise in regards to defects, inasmuch as we feel this affords our customers an adequate period of time to be assured that the merchandise is free from defects. Since this is the first time you have made this request of us, we will accept the return of the merchandise and issue a credit to your account in the amount of $___.
Please [instructions for return of merchandise].

We are sorry that you experienced a problem with our product and appreciate having your firm as one of our valued customers.