Xiaomi Redmi 14C Dual Sim 8GB RAM 256GB 4G Midnight Black- Global Version

I called your call centre to return the phone as it does not have a certified shop ROM upon checking the settings. If shows on Settings/About/Play Protect Certification-DEVICE IS NOT CERTIFIED, meaning lacks safety and google security features. The call centre said he could not be return or refund if it was opened, but how can i check the settings if unopened. I am asking if not refund, at least replace with a certified device. It does not show anywhere on product description when purchased that Device is not certified. He said he will send me an email where i can upload the photo, I did not receive anything. Very unprofessional. I keep always ordering from Carrefour application, check my order history. I will not order anything in the future. Whats the point 1 week return but should be unopened, shall i return because of the box colour?!