Flaw in 7day return Policy

I purchased my Explorer at R1999. I received a discount of R500 for trading in my PVR. Five days later I decided to return my Explorer due to poor service. I expected to get my old PVR back, as well as the cash I paid, but I was told that my PVR has already been sent away (not sure where too) and they can't get it back. On top of that I had to wait a month to get my money back. So in this whole process I lost my PVR, which in my opinion was a better decoder than the Explorer. So what's the point of having a 7day return policy, if I can return their items, but they can't return mine. Also... I don't understand why Multichoice... After all these years don't have a toll free customer care number. I honestly spend more than R200 airtime over a two day period having to call in to resolve trouble I was experiencing.