We cannot replace used cosmetics

July 20, 2011

Rony Conrad

1902, X Street, Madison Avenue

Los Angeles, CA-90001

Cell:-(123) 456-7890

[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear Rony Conard,

We are sorry to hear that you were not completely satisfied with the colors of the cosmetics you purchased from our online shop. While we would like to help you, we cannot replace used cosmetics due to hygiene concerns. We can, however, send you a pack of our lip balm sampler for free. You can expect this to arrive within the week. We are sorry that we could not help you more. Thank you for your understanding. We hope to continue doing business with you in the future.

Paul smith

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