Hi [FIRST NAME],
I'm sorry to hear about what happened to your (product). Upon checking your account, I see that the item was ordered on (date). As much as we'd like to send you a new one, I'm afraid our system won't allow us since this has gone beyond the 60-day return/refund policy.
If you need further assistance, please let us know right away.
Thank you and have a great day!
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