It's not normal practise for any Japanese manufacturer to step on the toes of a distributor network.
Their contract is not with you, it's with their distributor, and the Japanese will not break their part of that contract.
If the unit was a Panasonic one you'd get exactly the same response. Return it to your local distributor.
In this instance High End Broker have not covered themselves in glory - surely there's something that can be done via EU distance selling regulations.