Poor customer service

Good day

I purchased a bed for my son worth R6999,90 at Sleepmaster Piet Retief date 10/02/2025. Beginning of April we started to notice that the mattress is not the same shape as it arrive where he sleeps the most it caves in , i phoned the store and reported the issue i was then advised to take pictures and send it to them of which i did .I then received a call from a lady who said they will exchange the mattress on condition that I pay R1000 because the mattress has stains .There were never terms and conditions that were stipulated to me that clearly states that should the bed be faulty I will be expected to pay a certain amount if the mattress it's not clean .

Now that I'm reporting the fault I get the report that says I need to pay a certain amount in order for my bed to be exchanged . I bought the bed cash and I could understand if the terms and conditions were made known to me but they weren't. I feel ******. All I know is that I need a new mattress i cannot lose R6999,90 within a period of 2 months , kindly assist. Thank you .

Yours sincerely Lungile Msibi