OneDayOnly disappointing return excuses

Purchased a "iDemoo" backpack online from OneDayOnly Order#*** for R368 and upon opening the backpack I found it teared and immediately returned to it to OneDayOnly and they collected the for further investigation - their disappointing response "We are unable to exchange the item, because they suspect the backpack was accidentally damaged by the customer while opening the backpack package" - what a lame and irresponsible feedback from what I thought it's a reputable company.