Dear Benni,
First of all, we sincerely apologize for the delay in responding to your messages.
Unfortunately, due to an internal issue, we failed to reply to your return request in time. We completely understand your frustration and are truly sorry for the inconvenience this caused.
We have now contacted you directly, issued a prepaid return label, and will process your refund as soon as your return arrives at our warehouse.
We sincerely hope you'll consider giving us another chance in the future, and we will do our very best to provide you with the level of service you expected from us.
Thank you for your patience and understanding.
Cookman Team