Unfair business practices

On the 06th of January my husband bought our kids two school bags at Checkers Hyper in Carnival mall, both of them cost 1.4k. Today we took my son’s school bag back to checkers as it because it was torn, only to be told by the shop’s branch manager by the manager that unfortunately they won’t be refunding us or exchanging it because it was against their policy as it shows that it has been abused. We then asked her how is that possible for a bag which is not even a month old to be abused, not forgetting that while we were waiting for her cos she had gone for a smoke one of the employees said that there is something wrong with those schools bags cos we are not the first customers to bring it back, Marlene the manager was not interested about the manufacture’s fault she was only concerned about who told us that. Then she made a call to one of the manager’s who is also a white male who told us about their policy which doesn’t allow them to refund or exchange the bag. My question to Checkers Hyper is that is this how you treat your customers and why in a whole shop only white people are holding senior positions. The service we received today has changed my view about checkers and my family and I will never buy anything from checkers.