Refuse to retake pic of photo that they lost

My graduation was on 16/04/2015 (at UJ). Within 6 weeks my photos were still not delivered and we phoned every week looking for them. Eventually when they were delivered on 30/06/2015 the main individual head and shoulders picture was missing and there was a letter notifying us there was a problem, we could get a replacement photo or refund. I phoned to say I would like the photo retaken and they said this was not an option. This is a once in a lifetime occasion and the photo is important to me. They should give me another opportunity at their expense to retake the photo, perhaps at another graduation ceremony and fit me in there. I am extremely disappointed at their attitude and unwillingness assist.