Build it bronkhorstspruit :Denied refund: damaged header could not be collected because they were broken at the time of collection. Whos fault is it that I'm denied a refund

So I had a cash account of R7000 at build it bronkhorstspruit, I used all the money in the cash account I even added with R428 because the items that I needed to but we're over R7000. I bought the building materials then I had requested to collect on Sunday, then in Sunday i sent my dad to go and collect the things since I was not available, so when they collect, there was 4 nutec header 250mm that damaged and could not be taken.... So I requested that they write on the slip that there is 4 short, indeed they wrote..... On Monday I17/04/23 I called the manager and explained the situation, that I would need the refund because I had used all the money in the account and those are the things that I needed to finish my building project, hence I used all the money in the cash account and it's not my fault that when the header 250 mmwere not in good condition to be collected. I explained that I am staying and working in Pretoria and will. Only get the chance to come Saturday of which he agreed, today 22/04/23 when I went there he was off and there was African lady that was standing in for him, she was so so so rude and told me that will not happen and she will not be able to help me. So she did not help me as she said with an attitude. Is it my fault that the headers were damaged and could not be taken? She even went on to tell me that they will take 25% handling fee when I want my refund as if its my fault that their stuff was broken at the time of collection and could not be collected?