touchlcd house - refusal to accept return of damaged product

i received the lcd screen on april **th.
on april **th i took it to the phone technician for installation. he said it was damaged.
i immediately lodged a complaint and request for replacement on the website and was told to send photos, which i did. i received a reply to send additional photos, which i did. then i received a request to upload a video, which i could not do as the website did not manage to upload. i sent the video by mail and WhatsApp and after a few days was told to wait for further information. all this has taken almost * weeks. customer support line is unreachable. now i have received a response that my request has been denied as i did not lodge the complaint within ** hours of receiving the product. not only is this incorrect, but also there is nothing on the website stating that this is the policy. to the contrary - the website offers a **-day return period.