[Jaccmcmcnn]

So why not comply with their request?

You've claimed the pen wasn't received, so obviously you keep It.

Just wanted to make sure I don't mess it up .

And rightly so. When unsure, always ask questions.

Rest assured, you won't mess It up. It's standard procedure for many companies to request the return of the empty box/goods received, less the missing Item.

After returning the item, they've told me they can't process a refund or anything as per their policy which states that they aren't liable for loss or damage after delivery, and they've remained adamant even after I told them they've already offered a replacement. What should I do?