Disgusting service and no regard for customer satisfaction

I bought a velvet ottoman on the 24/04/2021 at Decofurn Stoneridge , opened it and it on Friday night 30/04/2021 only to realize it was torn on the top corner, i went to back with it on Sunday as that's the only chance I got to return it after having a funeral at home. The lady who assisted did not even apologize or show any willingness to help, she said i should send an email and she will forward it to the relevant department and await feedback... Such pathetic service! I went home with it, sent an email as per request and Monday morning still no response, sent another email and called them to make them aware of my email then only I got a response saying it's escalated and they will revert back... A few hours later she responds with "I have been advised that this item will not be refunded or exchanged.As per the terms and conditions on the invoice, you have 5 days to return an item." how can I spend R729 on a damaged item. How do they expect me as a customer to take their damaged product home with me and not be able to get an exchange or refund, again there is no apology or sympathy of some sort... This is the worst service I have ever received, it was a complete waste of time and the product is definitely not value for money,what more should I keep it and use it for two weeks, can you imagine the condition it will be in!?!