CPAP Supplies Tracking Order Status

I got 2 defective heated hoses for the Dreamstation 2 and CPAPsupplies.com refused to refund or exchange them because they were opened. Of course they were opened, how else would I know they're defective? And the manufacturer won't replace them because parts aren't covered by the warranty, only the machine itself. The cpapsupplies.com return policy says "Incorrect or Defective Items: In the rare chance that you are shipped a defective or incorrect item, CPAPsupplies.com will mail you a postage-paid return label and re-send your shipment" but somehow you are expected to know that the items are defective without opening them, apparently, because when I requested a return, they sent: "Unfortunately, we cannot all the return of any item that's been opened or used per our Returns Policy." (Grammatical error is theirs). I should have looked closer because now I notice that they scrub the reviews on their site. Somehow their site has 1200+ 5-star reviews and not a single 4 or lower review. They must be perfect! Perfect at deleting negative reviews, that is. Never trust a site that does this.