Pipes-Shop

I purchased two pipes for a friend as a gift from pipes-shop.com. She has a parrot so the two pipes I bought were supposed to have parrots as in the pic. One pipe had a huge chip out of the bowl. I am talking 1/4 of the bowl gone. The other pipe was about half the length it was supposed to be didn't have all carved on it like in the picture and had what looked more like a cockatoo than a parrot on it. When I sent pics to the seller he said the big chunk in the bowl was... well here is his exact words.
"Anyway, about your complains, the "broken pipe" that you said, it is just a little dent in the manufacturing process and due the nature of the item, "handmade" that is not a defective item. Saying that based on your criteria, that one bird is a parrot and the other one is a cockatoo, it is too much. "
Then he said "Regarding some differences in the models received, as it has been written in our terms of services, we sell all our items as groups, non based on an exact particular design or model, because for the same nature of the items (handmade) small differences could happen. Therefore, you must have received two pipes VERY SIMILAR at the ones showed in the photo
(the photo is just a reference, actual models could be different) made of the same material and with the same quality, based on your request."
That isn't on his website anywhere. I made copies of every page of his website.
Then he tells me " As it has been explained, the photos are just references, so differences could happen. We have never offered exact models or exact measurements. If there is something wrong with your order send us photos."
Funny that isn't on website either. And what nerve to say we never make anything like we picture it.
I asked where all these disclaimers were and he didn't answer. And why put a ruler up next to an item if you do not plan on making it any certain length. They did say if I returned them they would refund my money. The refund on the pipes wouldn't cover the original shipping cost and the return shipping cost and he knows it. All I asked was to remake the pipes and he refused.