cheating by Rediff on-line shopping

I send a gift to my sister, a sewing machine from Rediff shopping. unfortunately my sister received the item in broken condition on 28.10.2013. i informed it at [email protected] via email on 04.11.2013. while responding they expressed their inability and refer me to visit the link http://support.rediff.com/cgi-bin/support/printdetail.cgi?id=shop_f_167.htm. From where it is clearly understood that they violate their own return policy .I again sent mail on 05.11.2013 but of no avail