Refunds and exchanges

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Across
  1. 7. to put something new in the place of
  2. 8. not having all the necessary or appropriate parts
  3. 10. an act of giving one thing and receiving another (especially of the same type or value) in return
  4. 11. working badly or unreliably because of imperfections
Down
  1. 1. a writing acknowledging the receiving of goods or money
  2. 2. inflict harm on something to decrease its value, usefulness, or normal function
  3. 3. damaged and showing lines on the surface from having split without coming apart
  4. 4. mark the surface of (something) with a sharp or pointed object
  5. 5. a formal promise that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability
  6. 6. Unacceptable because it is not good enough
  7. 9. a repayment of a sum of money, typically to a dissatisfied customer