Pathetic & disappointed in American Swiss

Good day, i bought a sterling silver necklace on the 07 February 2021. The necklace broke and i returned it to Kenilworth centre on the 07 Arpil 2021. The lady named Rukshana refused to refund me my money after i tried explaining to her that the policy clearly states that its under warranty and they can either repair it or refund me the same way i had paid for it but this did not happen. I called head office and spoke to the supervisor called Sandra de klerk and she advised me that she will escalate my query and will get a response in 72 hours. 72 hours was last week Friday already and no feedback. I emailed her again yesterday and no response. Why is the policy there, written in black and white yet the company refuses to refund me. You are not abiding by the rules of the CPA. If i dont hear anything today then i will go straight to the Ombudsman.