Unhappy service through Naomari, Cape Town

I bought 2 bags off their site. The bags were gifts for my twin girls. I left them packed until their 18th birthday. Once opened, we found the zip of the one bag is not working. They offered no refund, no exchange. Too late they say. Over 30 days. Why was the product not checked before they packed it? They offered no flexibility, but words of sorry to disappoint.. Since when do suppliers not take back products which are faulty? I will not shop with them again or refer to them.