Bad service

My daughter bought a pair of shoes for her boyfriend. It did not fit, he never wore it and they repacked it again in the box. Unfortunately the box was torn when opened. On their website it states that the packaging should not be damaged but under favourite questions and answers it states that under How do I return : "pack product in its original packaging (if you still have it).... Superbalist is contradicting itself. Since 8 November we were in contact with Superbalist. My daughter has been emailing Jamie-Lee Anderson who refuse to refund her because the box is damaged. My husband spoke to Khanya who also did not want to assist. Finaly my husband spoke to Sheldon Michaels, but he has referred the matter to his operations team. A week later and we are still waiting for a response from Sheldon. Lastly, it was the shoes we paid for and not the packaging