Refusal exchange of headphones clicks soshanguve crossing

Good day

I bought my son bounce headphones on the 10th Feb 2024. Now the battery life is no longer lasting for expected duration and the charger is lost we cannot find it.

I went to clicks soshanguve for exchange with the device in the original box plus cover plus proof of purchase. I was told I cannot be helped because the company says they must not help customers if the device items are not complete.

I would like to know in this case what is that I can be helped with because I couldn't help the see my son dissapointed going out of the store without new set. All I wanted was an exchange not refund

Kind regards M Modiselle ***