Plain Thievery

Before purchasing this product from Smart Toilet, I phoned Zandile (Sales and Marketing Director) on the 16th of October at 13:00 to express my concern about this item as I've tried previous Bidet attachments for a toilet seat and they didn't fit properly. She assured me that it would fit and if it didn't that I could return the product. I ordered the Smart Toilet Bidet Seat Cover - S25 that same afternoon. On the 18th I texted her again expressing my concern and she again assured me that it would work. Finally product arrived, the plumber came in to install it, and surprise, the fitting didn't work and my toilet seat could not close. I immediately contacted her and also sent her a video of the fact that the item did not work on my toilet. I asked her the address to return the product but instead got an email from her stating that according to the Refund and Return Policy, I cannot return the product due to hygiene reasons (insinuating I'm dirty??). Why did she say I could return the product and then suddenly throw the return policy in my face? I've been trying to mail her since then but no response. She basically took my R2000 and I'm stuck with an item I cannot use.