Broken headbord

I purchased a headbord @cape pine furniture, @ no 123 Victoria Rd Plumstead. On the 26th September, payed a 50%deposit of R825 From a lady named Mercy. Told me it will ready between 7-10 days. On the 10th day I called, and enquired. They then delivered it the eve. I immediately noticed it was broken. They then said they will fix it and deliver it the following eve. My mother told them they cannot expect me to pay the full balance, because the quality of the product will now drop, he got upset and said, he will make a new one and if Im not happy he will refund me. Later the eve I requested the refund instead of receiving the headbord, because my husband pointed out their poor quality. The guy that delivered it, Sam said "sure, just send me your bank details and I'll send it. Just know that it comes @ a charge of R300. I responded saying he cannot do that, because I was not made aware of that cost prior to purchase, neither does it state that on my receipt. Then he just read my message and ignored me. I then called Mercy, but then a lady named Chichi answered. She said that Mercy had gone to China. Then she told me I cannot get a refund because I ordered a custom made item. I told her all I did was walk into your store, your sales consultant showed me pictures of what you make, I then ordered the headbord on one of the pictures she showed me. I did not add or remove anything from the product that was shown to me. So I don't know where they come on a custom made item, because on their invoice invoice it conviniently states that there is no refund on custom made items. It has now been more than a month, and they still haven't made contact with me, everytime I watsapp them they ignore me and I don't know what to do