Asking for shipping address from a buyer? Is this allowed or no? Confused…

Customer got an item that was truly defective, a few defective batches made it to Amazon. he returned it for refund. Would like to send him a free one from my inventory I can verify is perfect. I emailed him using the canned email you can send to buyers but noticed it said sellers aren’t allowed to ask for personal email or phone. What about address? Policies on this aren’t very clear.