RETURN GOODS

I bought a gold chain and cross at American Swiss Parow Centre on 01.02.2018. The chain hooked onto the corner of the box and broke. I took the chain to American Swiss today and was told that I have to take the chain to Parow Branch to have it replaced at NO cost or have it exchanged. The lady explained that if they do it I will have to pay and wait for 2 weeks. I can’t understand what the difference is if they the same brand. I am totally frustrated that I now have to go all the way back to Parow and why I can’t be helped at Vangate. I need answers as to what the correct process and return policy is.