Customer service is lacking

Please be advised that my daughter was bought an I-Play laptop on the 30th of August 2019 and i went to exchange it on the 08th of September and i was denied that request. The representative Mbali at Game Shop in Trade route mall advised that i cannot exchange it as the seven days has passed and that the box is damaged. My daughter is 3 years of age and lives with the grandmother .The grandmother cannot navigate through the laptop and its no use to have it around if the child cannot be assisted. The rep didnt even consider taking it for assessment and validate her accusation that the product has been used. She told me about the damaged box which is a cost to verimak. If the box is an issue the money can be advised and deducted from the original funds.