Ferns and Petals - Damage Product Delivered

I ordered personalized wine glass set of * at *nd of may and received my order *th of may those was delivered broken intentionally it is broken in a way you cannot even doubt still they sent the package as i was first time user of this website i didn't knew about how this company works i faced embarrassment and wasted my money as well. I contacted customer support firstly they assured me that my problem will be resolved after that i received a mail and call that we need images for further process we need images of the product then i shared images of the product over email as they knew that mistake was theirs so they called me and said we cannot do anything about it according to our policy complaint should be registered under ** hours as you called us at * May **** * pm and your time ended at *:** pm (when delivery took place) so we cannot do anything about it. if this was the thing then why they proceeded my complaint why they asked by images ?