Does NETS staff read their own terms and conditions?

I received this reply from NETS regarding my request for a refund of the deposit of $5 on a faulty card. 

Dear Sir/Madam

Thank you for your e-mail dated 13 June 2015. We are sorry to learn of your experience.
However, we would like to reiterate that all NETS CashCard comes with a card cost of $5.00 which is non-refundable.
Replacement of faulty NETS CashCard will only be given if it’s faulty upon first purchase.
You may refer to the terms and conditions governing the use of the NETS CashCard on our website at
http://www.nets.com.sg/cashcard-tnc
If you wish to speak to us or require further assistance, please call our NETS Customer Service Hotline at6274 1212 (24/7). Kindly quote your enquiry/request reference number: 756968. Our Customer Relations Officers will be glad to assist you.
Yours sincerely
Claira Lim
Customer Relations Officer
NETS Contact Centre

When I read the terms and conditions, it stated clearly that the customer is entitled to a refund if the card is faulty. I could not find any condition that stated that it is refundable only "if it is faulty upon first purchase". The terms indicate that it is refundable due to normal wear and tear and is not caused by the fault of the card holder.