21 day policy on Genesis Duravac vacuum cleaner

My mother in law bought a Genesis Duravac vacuum cleaner on 15.05.2019 at Game stores Onverwacht Lephalale. On 27.08.2020 ref *** she took the vacuum cleaner back cause it doesnt want to switch on at all. After many times going to the shop for feedback no one can either tell her where the item is or when she can expect it to be back. everytime is either the lady working wit it is not at work but they will phone her . on 10 Oct i went to the store with her for feedback. one of the assistant phone Polokwane and said its still at Supply chain and again the person working with it will only be back on Monday 12 October and will phone her. so the time passed by again and no one phoned or any feedback for when the vacuum cleaner will be delivered back in store. what happened to Game's policy of within 21 days item should be delivered back of refunded or exhanged????