[rickroll12]

They denied my initial claim on grounds of the weight of the package being consistent with me receiving the full item

Ask them to provide evidence In support of their statement above.

Also, did you mention anything about the condition of the package?

I have asked 10+ people for evidence, they said they don't have anything they can send me as it was all conducted by the internal investigation team and the case is now closed. I have tried escalating it many times, no one has access to this information.

They asked me if the package was open or damaged, I said it was unopened and not damaged when it arrived, just that the Watch was missing from the box it came in.