Terrible care of items and customer service

I ordered a watch on one of their promotions for an anniversary gift. Even on promotion, not a cheap one to buy. When I received the watch the following week, there was no protective packaging around the watch box and it was full of black fingerprints and scuff marks. The box the watch comes in is meant to be part of the gifting experience. This was totally filthy, how they decided it would be acceptable to ship when it was packaged, I don't know. When I logged the return and filed a complaint, I was told I would only be refunded once they have collected the item and "inspected" it, which would only be after a few days, even though I'd already shown them and they acknowledged the fault. My main issue arises now where I must purchase another item as they are the only stockist of this brand and now pay full price for it because the refund will only be processed after the promotion has ended, which I find unacceptable. But all Superbalist can say is "sorry". Terrible customer service.