Now components knocked off or damaged in your care is a whole 'nother can of worms. I think the proof in this scenario is overwhelmingly against your company. The precision that would be required of an external blow to cause said damage on the card during shipping would either cause damage to the surrounding area and damage or breaching of the outside material. Yet, the only parts damaged are the capacitors themselves now that your company has damaged it even further by removing the other.
I will say that there are only two people that can unpack and receive RMA's, and they do not get penalized if they have an accident, there would be no motivation for our staff to hide accidentally damaging the cards.
The capacitors on arrival were hanging on by a thread, simply brushing against the anti-static bag after the pictures were taken brushed them off the rest of the way.