New
#11
Well, I sure don't know how they would know that. If no thermal interface materials (TIM) have spewed onto the socket and no screws have scratched the mounting holes, I don't see how they say it was touched. I am glad they seem to be working with you - but clearly, with the box undamaged, it would appear you are not the first buying of this board, and it was returned to stock, then re-sold to you as new - assuming it did not say "open box" or refurbished when you bought it.
If you get your money back, I might do business with someone else.