Poor Customer Service from Paxi

I sent my cousin in Daveyton a bottle of massage oil for her painful legs. This was sent via Pepstores at Eastgate. My cousin never received the medication, a month later when I investigated I was told that Paxi doesn't transport liquids and oils, but no one made me aware at Pepstores, I didn't even read the terms and conditions on outside of the package. I was told that I won't get a refund because the terms and conditions are printed on the package, but the Pepstores employee shouldn't have taken the medication.