Make it make sense Apple (Istore online)

I ordered beats studio buds and received my delivery about 2 weeks ago but upon using them discovered 3 things. 1. Sound quality was good and can be adjusted 2. They didn’t stay in my ears for long and kept falling off 3. They felt highly uncomfortable I then proceeded to sent through a request for a refund, after the second request I get an email about 2-3 days later and this is the response I got “ Hi

I can arrange a collection and have the product sent to our service centre to be checked and possibly credited.

Kindly note that a 20% handling fee will be charged

Please confirm if I may proceed with booking the collection

Kindest Regards iStore Online ” So in essence I paid R2299 for a product that I barely used due to the above mentioned issues and for speaking up was told I would lose close to R500. So what exactly must happen here I must suck it up or lose R500 of my hard earned money?