Acknowledge Letter for the Return of the Item – Exchange, Refund

This type of acknowledgment letter is usually written by a company as a reply to a customer’s letter who wants to replace or return the items purchased. It happens sometimes, when a customer purchases an item, he may end up not liking it. There could be following possible reasons for that;

  1. the item is damaged or has some fault in it.
  2. the customer didn’t like the item.

In the case of 1st reason, a customer has a right to replace or return the item. Almost all manufacturing companies have a return policy. If a customer files or submits a return request as per the policy, then it’s the responsibility of a company to replace the item or make a refund as soon as possible.

The company acknowledges the return item request with a letter or an email to assure the person that the return request has been received and the further process has been initiated as per the return policy. Soon, a customer will get a replacement or refund. It’s important to write such an acknowledgment letter in order to maintain a healthy relationship with customers.

Tips for Writing Acknowledge Letter for the Return of the Item

  • Writing tone should be apologetic
  • If a return request is made as per return policy then do not oppose or raise any question against the complaint.
  • Use formal format to write a letter
  • Assure the customer that he would receive the refund or replacement soon.
  • Assure the customer that such a mistake won’t happen in the future.

Download Acknowledge the Return of the Item Template






Subject: Acknowledgement of the Return of the {Product Name}

Dear (Sir or Madam),

Firstly, We at {Company’s Name} would like to apologize for the inconvenience that you’ve faced due to the defective piece {mention the product} which was sold to you. We’ve received your letter for the replacement.

We take responsibility for the defective model and ready to replace it at the earliest. All you need to do is kindly send the {Mention the product} along with the original bill and we will deliver the new model. As you know, we’ll be following the 30-day replacement policy. You will surely receive your replacement very soon.

Again, we would like to apologize and assure that this would not happen again and you won’t face any problem. We value the relationship with our customer so please accept the discount coupon which you can avail on the next purchase.

Our customer support is always available to help you with any product related queries. We look forward to serving you in the future as well. We are sorry for any convenience caused.

Thanking You

Yours truly,
{Name and Signature}

Email Format


Dear Name,

We’ve received your replacement letter of the {Product Details}. We’re sorry for the inconvenience you’ve had due to the defective piece. We’ve initiated the replacement process and you will soon receive your replacement at your address.

Our team is looking into this matter. It happens very rarely that a piece is found defective. We take responsibility for the defective {Product Name} and ready to replace it at the earliest as per our return policy. We appreciate your patience and look forward to serving in the future as well.

We’re attaching the discount coupon for the inconvenience you’ve faced due to our fault. You can avail this coupon on your next purchase. We are sorry for any convenience caused.


{Your name}