Boat — Damaged my product instead of claiming warranty

I had purchased boAt Airdopes 141 in October 2022. One of the airpod was not charging for past few days. So, I claimed for warranty. The product was not physically damaged and was picked up successfully by the courier partner. He properly checked the product if there were physical damages or not. But, yesterday I received an email that the product is damaged and my warranty can't be claimed. The product wasn't broken when I gave it and was in good condition. I tried contacting the customer care but they are asking for video or photo of the product of before handing it over. There was nothing like that mentioned to do in any of their e-mails. I even had packed them in the product box to save them from any damages during shipping. It is really disappointing experience.