Pathetic policy for faulty units

We have an online business and have been selling lg products for a long time. We recently had a really bad experience. A customer bought a 49” tv. Used it for 4 months and it stopped working. Lg did not have the part for the tv so they said we can exchange it. The customers keep the outer carton or packaging for 14 days not longer. Lg will not pass a credit unless the unit is in it’s original packing. So we were forced to make our own packaging. Remove the new unit from its original packing and put it into our made up box and send to our client. Along the way the tv got damaged so now we had to pay for a new one.

This is pathetic. If lg allowed us to keep it in the original packing we would have never had this problem.