Disappointed with my refund respond

I bought a 3 piece luggage set 19th October. Received it on the 27th Oct. Upon opening the top covering I noticed the bag of very poor quality. I however booked a return and the set was eventually collected on the Monday 3rd Nov. I requested a refund to my account. Today I get an email from Snenhlanhla .C stating that I do not qualify for a refund as the bags were used. She needs to check properly. The plastic has not even been opened fully. the bags were not opened. The packaging was so poor.

I request my full refund. I am very disappointed in the response I got regarding my refund.