Exchange of a torn bag pack

I bought a redbat bag pack on the 11th of July 2024 and on the 22nd of July 2024 it tore , I went yesterday to report it and ask for an exchange or refund , but I lost my slip but I bought it with a TFG account, asked them to print the statement of my account for proof by they denied and asked for a receipt , I told them I lost it , they said they can only help me if I had a receipt