Watsons - Damaged Product And Unresolved Customer Complaint

I purchased an eyeshadow palette via the Watsons mobile application with the store pick-up option, and the product was delivered to me in a damaged condition. When I opened the product, I noticed that the lid had taken a hit, the lid was collapsed, and the mirror had come off from the sides. As soon as I realized the situation, I contacted your customer service many times, clearly stating that the product had been delivered damaged and that I was requesting it to be replaced with a new one. Since I bought the product using my bank points, the offer of a simple refund does not resolve my grievance. If I want to buy the same product today, I will have to pay a higher price. Despite this, my request was rejected and I was only told that, “due to procedure, replacement cannot be made”.  Today, the mirror, which had been loose and out of place since the first day, completely broke during use and cut my finger. As the broken glass pieces fell onto the eyeshadows, the product is no longer safe and hygienic enough to be used around the eye area. For this reason, I had to throw it away without being able to use it properly. It is clearly recorded in your customer service logs that the damage did not occur due to my usage and that the product was delivered to me in this condition from the beginning. In order to remedy the grievance I have experienced, I request that the damaged product be replaced free of charge with a new one. If my request is again rejected on the grounds of “procedure” I would like to state that I will apply to the Consumer Arbitration Committee and exercise my legal rights by submitting all correspondence, photographs and evidence regarding the injury I have suffered.