New upgrade that cant be collected because seal on box open and a screenguard is on

upgraded a phone online with a telkom agent, upon receiving the device, i only ensured a screenguard was sorted until i realized it was the wrong colour and also was not too happy with it. its been two weeks, the agent was not responding, ive been speaking to different agents and everyone give different stories, after two weeks i then hear the device is considered damaged because of a screenguard and they need to go back to calls between agent and i. This is utter bull**** as the phone was not even set up nothing and as a customer i have every right to return within 7 days! their service is pathetic and to force a customer to pay for something they unhappy with! their main focus is sales and not pleasing a customer to the very end! never again will i do business with Telkom! you guys are useless!