It's a refurb.
You give them a used phone, they give you a used phone in return. You couldn't possibly expect a new phone.
A white box does not necessarily mean a refurb. It's for replacement iPhones and to save on the costs of fancy packaging.
When I was sent a new iPhone it was in a small black box. Don't know if that means anything or not.
Some cute Chinese girl worker played with it.