Apology Letter for Defective Product

To run a business successfully and make it compete with its competitors, a brand is required to produce high-quality products that can meet the preference and quality needs of a customer. Selling a poor-quality product is a different thing and selling a defective product is a horse of a different color. Sending a defective product enrages a customer and losing him becomes inevitable. To prevent the situation from getting worse, you can choose to write a letter of apology to the customer.

It is a special type of formal letter in which the customer representative writes to a customer who has been sent a faulty product. This letter lets the customer know that the business is feeling apologetic for sending a faulty product.

A business always chooses to write a letter of apology because this letter saves him from getting rejected the next time a customer has to purchase something. Selling products with defects ruins the reputation of the brand. Customers never buy a product from a brand that sells faulty products.

The apology letter lets the customer know that the product was sent out of mistake and the business is ready to compensate the customer for the loss he has incurred. This way, the customer understands that mistakes can be made by anyone, and they tend to be forgiving after reading this letter of apology.

Below are two sample letters were written to send an apology:

Sample letter 1:

Subject: apologizing for defective product

Respected Mr. ABC,

This letter is being written to you on behalf of ABC Company to express regret for sending you a defective product. As you know, our company is well-reputed for selling high-quality products. Our team of professionals carefully examines every product before selling it. However, for the last couple of days, we have been very busy due to the overwhelming response from our customers due to sales.

We know that there cannot be any justification for sending a faulty product and we take full responsibility for this action. We are very sorry for making you have this bad experience and promise you that this will not happen again. Please accept our sincere apologies for sending you a faulty product.

We request you to send this product back to us and we will provide you with a replacement. We are also ready for a refund if you want. However, you will be required to send the product back to us.

Please make sure that the receipt of the product you are trying to send back to us is intact with the product. It is not the policy of the company to accept a product for return or exchange that does not have a tag or receipt with it.

 We hope that you will understand our situation and forgive us for the inconvenience that we have caused you. In case you need to know something regarding this matter, feel free to contact our customer care office. It is our top priority to resolve your matter as soon as possible. We look forward to you shopping from our brand again.


Subject: apologizing for defective product

Respected Mr. ABC,

Thank you so much for letting us know that the product you have received is defective. We value your feedback and feel regretful for causing you this cause of inconvenience. We understand what kind of situation you must have been in after receiving a faulty product. Please accept our sincere apologies for sending you a defective product.

Generally, we make sure that our products go through several quality checks before they reach your doorstep. However, this time our team was careless, and due to this, the product did not live up to your expectations. We take full responsibility for this mistake and request you to return the product to us so that we can send you the right product.