Totem Bags South Africa: WARRANTY????!

Quite upset about the Orthopedic Totem Schoolbag we bought for my Primary School aged daughter. Schoolbag is STILL UNDER WARRANTY, but now they claim that the damage to this **expensive** schoolbag is due to normal wear & tear and therefore doesn't qualify for their so-called 3-year warranty. The 'body' of the bag is imo of very poor quality (a piece of what seems to be plastic managed to cut through the material, which lead to quite a few bruises to my daughters' legs when she picked it up). The two small bottle 'bags' on the sides got torn loose, but according to the person we spoke to at Totem, this is because my daughter puts her bottles in it (uhm, excuse me, what is its exact use then??) The zip they will graciously replace for us, but at an additional fee of course. According to their website, the warranty stipulates that 'wear and tear' isn't covered. WHAT DOES YOUR WARRANTY COVER THEN?? So, the long and short of my extreme disappointment in this product AND company is that their warranty is totally misleading, and their after-sales assistance is absolutely pathetic to say the least - I really expected more from a company such as yourself...