Bad customer experience at American Swiss

Purchased a Mobicel cellphone from American Swiss, Vangate Mall, Cape Town that is extremely slow and provides a very unsatisfactory user experience. This to a point where applications just freeze or closes continuously. Took it back well within the 7 day period for a refund as per the Consumer Act but was informed they need to send it back to supplier to be assessed and depending on outcome thereafter only decide if they will refund me. Why do we have the Consumer Act if stores don't adhere to the rules as set out? Surely I was in my right to demand a full refund as the device is defective or just poor brand quality.😡