Refusal to replace a brand new damaged casserole

I purchased a brand new set from their Midrand store, upon unwrapping them one slipped and incurred a big crack on the handle, I contacted them only to be told they can’t replace it for me, this is a brand new item from the box I have not used and they claim to have a lifetime warranty also to think of the amount spent on the item just to waist, now I’m questioning the quality on their products and also their customer value