Inability to return a defective product at Clicks

Today I tried to return a pair of broken Studex earrings, however, I was unable to return them according to the manager because of 'hygienic reasons'. I am very disappointed in the slow and bad quality service I received, I expected the staff to know more about their policies. Clicks clearly states on the back of their receipts that jewellery may be returned if it is defective, which it was.