BT Games No Return/Refund policy on FAULTY products

Purchased an Xbox Series S just 2 hours ago, unboxed, plugged in and powered on the console to find it powering off after 2 seconds, Faulty product.

Called the branch where I purchased the console from to find out they will not replace/refund the product and instead wants to send it in to their head office for analysis/repairs/what ever.

Called the head office only to wait with no answer.

UPDATE:

Since contacting BT Games higher management they've replaced my console without any issues and tested it at the store, very professional and glad with the outcome.