Refusal of refund on wedding ring

Hallopetter please help,I bought a wedding ring in 27 August 2019 and I had taken it back to the store on 12th december to be repaired due to stones falling out of it,after getting promised that I will have my ring back by January I get no response,I called the store on 24th January and spoke to a Simone Holby who informed me that the jewler(Tiffany's) was not going to repair the ring ,so he sat with the ring all that time and noone bothered to contact me to inform me,so I go to the store today to get a refund because I was quite fed up,and I get told that they can't give me a refund because the ring was damaged with a pliers ,but when we took the ring in it was only the stones that were falling out n ring had not a scratch on it,and then spoke the district manager Patsy Moodley who was foul n rude and thought that doing stock take was more important than my issue n then telling me she wants pictures of the ring to decide if she wants to give me a refund or not and then saying that she wants to physically see the ring but she's to busy so maybe if I'm lucky she will have to c if she can get it from the jewler and see,after telling me that people always return rings due to stones falling out and slams phone on me this is Patsy Moodley (area manager of Foschini jewellery).

And the policeys say at the back of the till still if it is faulty or damaged due to factory fault they will refund item if they cannot repair or replace it

I am so disheartened because I saved up for so long to buy that ring for my wife and got it blessed when we got married and we get this type of service from this shop.

Please if anyone can assist me