Online store nightmare

I bought a Volkano Orthopaedic bag from Incredible Connection in January and the bag had a 2year warranty, within 4 months the bag was damaged. I was advised to return it to mu nearest branch, I took it to Clearwater Mall on the 18th July 2023 and the branch called me on the 28th July 2023 to let me know that they will reimburse me but this can only be done as an in-store credit.

I bought the bag cash not with any credit or voucher and I still need a bag,the store doesn’t have the kind of bag I’m looking for so why can’t my money be refunded.