Bad service frm the word go

I called twisp the glen to enquire about the edge, not sure if hubby would use it I asked if I could return it if he doesn't want it, the lady confirmed that I could, now a day after Christmas and unused, a guy confirmed that there would be almost R400 usage fee to return it, even though we haven't used it, the plastic is off though as it was damaged by the cello tape from the wrapping paper, but surely they can see that the liquid is unopened and no liquid was placed in the twisp. I feel so sorry for all their future customers as customer service ranks low and money the highest!