Flipkart — Exchange policy of mobile phones

Address:	Mumbai City, Maharashtra, 400054
Website:	Flipkart

The person who came to deliver a new phone in exchange of an old phone wanted the phone in scratch free, dent free & fresh looking condition.
Just wanted to understand that when one is returning an old handset, I assume which probably would have been used for about a year or two. Do you really expect that used handset to be looking as good as new ?
I certainly was disappointed to not to get the delivery of the new phone as it was supposed to be a gift to someone.
Would probably appreciate, either info like this to be displayed in BOLD, so as to avoid disappointment or acceptance of slightly damaged handset, understanding that used handset will have some or the other minimal issue and definitely wouldn't be in "pit pat" condition.
Looking forward to an appropriate response than citing company's terms & conditions, etc.
Regards,
Hetal Shah.
Attaching a snap of the hand set for your understanding.