Worst service ever

Received horrible service from the company. Bought a handbag and two pairs of baby shoes. Collected the parcel from post net today to discover that the handbag has a hole in it. Advise the owner of it where to her reply was that she will not exchange the bag because it passed the return policy of 7 days, unfortunately I could only collect the parcel this morning. I have never seen the policies on returns I asked her where I can see the policy where to her reply was on her website and Facebook page, I logged into Facebook and looked every where on the page, no terms and conditions was found. The website address on Facebook are also non existing, so now I ask how can I know the terms if it's no where to see. And this parcel was just opened surely this is a default on the product and needs to be exchanged. Very unhappy will not support them ever again.