Hi [first name],
I’m saddened to hear that you’re not happy with your recent purchase, and I hope you’ll let me make it right.
Although we don’t offer refunds, we do have several options available to give you the value you deserve from [company name].
If you respond to this email directly with the option that suits your needs, I’ll process that for you right away.
In the meantime, will you share with me what went wrong with this purchase?