PAXI courier service through PEP

On Sunday 3 January I took a package to PEP to be send via PAXI courier services. We paid and received the package and receipt which stated that the package must be securely sealed by the sender to avoid damage. We did that by sealing it and putting cellotape around to secure the package and to make sure it is properly sealed. The manager and cashier said it was in order as long as the barcode is visible. On 7 January 2021 we received a call from PEP saying PAXI cant transport the package as it has cellotape around it. They also said no refund will be given and we need to get the parcel from PAXI.