Poor Service and Pathetic Attitude

My Parents purchased a Russel Hobbs Iron on 9 January 2018, it was used on 28 January 2018 and whilst in use it burnt an item of clothing. We took the iron to Game in City View Durban, was honest by saying the iron was used. The manager refused to give us a refund as the product was used and not in a resalable condition. I stood waiting , 25 minutes for the sales guy Krish to come and assess the iron only to be told i can't be refunded cos i used it. Obviously if the product is faulty i would go to return it, it is not my fault if QC passed a product which wasn't 100 %. After an argument, they accepted to send the iron for repairs. (My sister suggested it) Why must we tell them how to proceed with a default product? I certainly won't be purchasing any more appliances at Game after this incident.