Urbanic — Missed item product money not refunded

I have ordered 5 items (order id[protected] they delivered but I see the package outer cover is very damaged and slightly opened and when I checked the items in it, three of the items are missing from the package. When I raised complaint and sent email, they called back and said they can’t refund as the package was tampered but I should have refused it while collecting which I feel is an scam . Because as per their policy they have clearly mentioned not to open the parcel in-front of the deliver boy and any concerns need to be raised as complaint.

We are trusting and ordering products in Urbanic app but if they failed to deliver in good condition whose mistake is that why should I loose my money for this ..I wanted to raise an complaint and requesting for refund of my money .

Missed items are
1. simplicity briefs
2.bow slip pack of 4
3. bow slip