Dont comply with their own returns policy

I purchased a bracelet from Groupon in November 15 as a Christmas gift to myself. I have worn this bracelet exactly a month and in this time it has fallen off my arm twice and one of the stones in the bracelet fell out. <br> I have requested a return from Groupon on 25 Jan and got a response from Jahaan that they will give me a full refund. I have logged a return/collection on 30/31 Jan. On 3 Feb i still had no confirmation that they have received my collection/return request so i followed up with Jehaan. He informed me that they cant collect because it is a jewelry item. I phoned the call centre to get a delivery address so i can courier it myself. I spoke to Shamielah and she told me that i cannot have a refund on the bracelet because its a jewelry item and they dont do refunds on jewelry. I have read their returns policy before i requested the refund and this is what it states \We cannot accept returns on any pierced body jewellery such as earrings for hygiene reasons\". Since this is not an item that pierces my body surely this doesnt apply to me??? Needless to say i have requested to speak to a manager and i am STILL waiting and still have a bracelet i cant wear."