Gross incompetence

My daughter ordered a kettle in April last year as a gift for me and it was duly delivered in time for my birthday. In March this year I wrote to tell them the bottom is rusting and since the product has a guarantee of 3 years, I want to return it. They sent a return code, but never picked it up. When I inquired, the lady rep**** that since 351 days has passed, the guarantee has expired!