Zando sells second hand items

Zando sells second hand items!i purchased a gift for my sister baby shower Cleva mamma pillow when it arrived it was filthy and open!disgusting to say the least like it was used before?! I bought it on sale and with request for return I want a replacement a BRAND NEW one which is what I paid for! I was told they don’t do replacements only refunds and asked someone to call me urgently as they don’t take calls coz of covid?!really makes no sense l!!!so I send review on Facebook and ask someone to call me so I can explain and they just blatantly ignore me!is this really customer service?!how Is it my fault you sell second hand items?!all I want is for someone to call me urgently please ***