Disgusting customer service from this store

Today I received the most disgusting and appalling customer service from the Mall of Africa Incredible Connections from the store manager named Theo Gama.

I made a purchase at the store of a HP 2630 printer cartridge. One recommended cartridge after describing my kind of printer was sold to me by the store, a 305 cartridge. Upon inserting it and testing my printer, it did not work and turned out to be incompatible with my printer as it only takes 123. Luckily I still had the receipt, worried that I may encounter issues if I were to return it for a correct cartridge, I decided to read the terms and conditions at the back of the receipt. The terms read as follows;

“…In terms of this return policy, we may consider replacing goods purchased with us within 14 calendar days from the date of purchase, subject to such goods being returned in their original condition and packaging. If, upon return, the goods are not in their original condition and packaging, a handling fee of 15% of the total purchase price of the goods will be charged…”

I was relieved after reading this because, although the cartridge is not in its original packaging I will be charged the 15% of the packaging fee and be able to return the incompatible cartridge for the correct one.

I get to the store and explain my frustration to the store technician who seemed to understand my frustration and advised refer my matter to theo gama, the store manager. After being kept waiting she eventually shows up. I explain the issue I’m having and her response to me was these exact words;

“…unfortunately we cannot help you, printer cartridges are like underwears and cannot be returned. You can go to HP and ask them they will tell you the same thing…”

I then ask her where in the terms and conditions on the receipt is this stated? We as customers need to be privy to these so we can make better purchase decisions. She responded by saying unfortunately it’s not there and gave the same response. Is this the idea of customer service incredible connection offers to its customers? What is the point of printing out terms and conditions on receipts if they’re going to be disregarded by the store managers like theo gama when goods are to be returned? I’m really concerned.