So called policies

Good day. Saturday I purchased earings, only to have them break before I even got as far as wearing them. This is clearly a manufacturing error. I went to the Forever New branch in Edgars Tygervalley were I was advised by Nicole that the branch manager of Waterfront branch would likely not refund me. I can not believe that I paid for something that is faulty and that is the end of it. So much for Treating Customers Fairly. Please let me know if I should take this matter to a higher source (CPA) I would like my R150.00 returned for the faulty earings that I DID NOT WEAR and can't go back to your store to be sold in anyway. Common guys, how about retain your clients. Where is the customer service?????!!