Hello Mr Hajek,
thank you very much for your message.
Unfortunately, we're having trouble sending e-mails to you and we get error messages from your service provider every time. I am very sorry for this. This was the reason why you had the feeling, that you couldn't reach us.
After consulting our production manager, I have been informed that the shipment has been prepared for your tool, but unfortunately the hatchet did not pass our quality control. The reason for this is we are unable to offer you a replacement handle to fit the hatchet head sent to you, as it is an older model and the handle size has changed in the meantime. This was not visible in the photo you have sent us beforehand.
As a gesture of goodwill, we offer to send you the following hatchet completely free of charge:
You original axe head was polished and sharpened just as ordered.
Please write us at firstname.lastname@example.org if are ok with this solution and we will send out the package asap.
Please excuse this inconvenience.