[mothered]

I emailed them and explained that there was a mix up, I asked them to send back the incorrect item, they replied with this.

We'll continue working hard to ensure that you receive accurate service, minimising the chances of anything like this occurring again. Please contact us again for any queries and we'll be happy to look into it.

I cannot fathom how they fail to understand a simple Instruction - you've asked for the return of your Item, yet their reply Is completely Irrelevant to your request.

As said, It's "your Item" not theirs, so they must return a product that clearly belongs to you. Remain adamant that they had no right to dispose of It, and you want It returned asap.