BOAT - Replacement Rejected

They arranged pick up for the product to be replaced , the pickup completed successfully after carefully verification of product by delivery boy,
But after few days boat company sends me image of my headphone broken into two and tells me that warranty claim has been rejected due to physical defect and no such defect was present at time of pickup,

It is either in transit or boat company fault
They are blaming me , and when I lodged complaint they told me to contact after ** hrs and next day, they shipped the broken product back to me, and now telling me that product is already shipped we can't do anything now,

This is total fraud , replacement policy does not favour customer they verified the product at pickup and blaming customer for damage during transit.

That's very inappropriate.