Dear Sir,
We sincerely apologize for the inconvenience and disappointment caused. We would like to clarify that the product dispatched from our side was brand new and unused. We would never intentionally send a used product, as customer satisfaction and our brand reputation are extremely important to us.
Regarding the color, the exact green variant was not available at that time, so the product was sent in yellow. However, the product model and functionality were the same; only the color was different.
We understand your concern, and our support team has already spoken with you regarding this issue. As discussed, we were arranging a product replacement for you, which is why the refund was not processed immediately.
However, if you no longer wish to keep the product and would prefer a refund instead of a replacement, please let our support team know. We will assist you accordingly.
We truly value your feedback and take this experience as an opportunity to improve our service. We assure you that we will pay closer attention to such issues in the future and work to prevent them from happening again.
Thank you for bringing this to our attention, and we apologize once again for the inconvenience.