I know at all times who will claim, but because I understand a little English.I know it is difficult, you will be refunded, but I ask to change to another type of item.For example,
I know it's time to claim the goods. But because I understand little English I know it's hard, you will be refunded. But I have a product that you like.
I know it's time to claim the goods. But because I understand English a little I know it is very rare that you will return the money. But I can change into other kinds of goods that you have, for example,