[HELP] Sofirn SH10 batteries DOA – pay for replacements?

Good morning (from Spain),

In one of my previous threads, i posted that i had ordered two more Sofrn SH10 flashlights to give as xmas gifts because i liked them so much.

The issue is that the 16340 batteries in those headlamps arrived completely dead. I've tried using contact cleaner, charging them for hours at 0.5A and 1A. Nothing has worked.

I contacted Sofirn support and they offered to send me two replacement (healthy?) batteries, but only if I pay them 5.5€.

I'm asking if it's common for two batteries in one order to be DOA ( and if it's normal/common to have to pay for replacements in this situation).

Edit:

https://imgur.com/a/CFHTJpH