Call their customers a ****

I purchased a brand new Kenwood dough hook from S&H Electronics, but the item I received did not look brand new. I have bought Kenwood attachments from other suppliers before so I have an idea of what a brand new item looks like (and what the packaging looks like). I then contacted them for a return and a refund due to the item not being new. After many followups, they have advised they are charging me a handling fee for the return as their service department claims that it is brand new - which is calling their customer a ****. I have the pictures to prove that the dough hook has fingerprints all over it and the packaging that it came in doesnt have the Kenwood branding or anything.