Clicks Maponya Mall service nightmare!

I bought the Ponds Age Miracle Wrinkle Corrector both day and night creams for my mother as advised by a store assistant at Clicks Maponya Mall. She recommended the product to my mother over another product and I bought it. Two weeks later after my mother had been using the product she started developing a nasty looking rash around her chin and the left side of her face. I was devastated to go home and see my mother looking like this so I told her to immediately stop using the product and put them back in their boxes so I can return them. We went to Clicks Maponya Mall yesterday afternoon, 08-04-2018 and the guy who I assume is the store manager tells us that he cannot accept the product until he has confirmation from the manufacturer to accept it and give us our refund. So at this point we have to wait for that confirmation whether it comes or not, also this does not guarantee that we will get our refund so now my mother is stuck with a product that she can't use because it's affecting her negatively and we have to make back and forth trips to Maponya Mall just to have our issue resolved, which again, there is no guarantee that it will be solved. This is the worst kind of service to give to your customers and I am sad to say that I'm actually a huge fan of Clicks but right now I am deeply disappointed and I am very sad that I wasted so much money on a product that I cannot now return because we have to wait for confirmation from the manufacturer before they can make a decision to refund us or not. So now my mother is without a face cream and still has the bad damage on her face. This is really disappointing and very poor service.