Paytm Mobile Solutions — physically damaged product received

I received the sony sa-d40 4.1 speaker on 27th march 2019. The product is damaged physically and i have submitted the return request on the same day. Instead of sending an agent to examine the product condition they asked me to send lots of details which is totally annoying. Though i have sent all the required photos of the product now they are saying they have not received the following information within 48 hours. During the order, it shows 7days replacement policy. I really wonder how can a well-known company send this kind of defective old used product.