Clockkit Will not refund for damaged clock hands Basking Ridge New Jersey

Ordered a clock kit from clockkit.com, they charged my account right away.  I actually did receive the product, at least part of it. The kit was not complete. The pieces needed to actually assemble the clock were missing, so could not put the clock together. But even if I could, the hands were bent and crooked, which would not let the hands move around the clock, even if I could put it together. Since the hands were so narrow and long, trying to bend back into shape did not work.

I read that they had a good warranty/return policy so I returned the clock, as it was of absolutely no use to me with missing pieces and bent, along with a copy of my email that was previously sent to them explaining the situation. I have tried several times to call, many times to email, but have rec'd absolutely no response as to issuing a refund for the kit.