Seriously Annoying Return Policy

On 27 February 2025, we purchased an Instant Pot Airfryer from Hirsch's. My husband collected the item on 3 March 2025, from Hirsch's, Milnerton. As we opened the (sealed) box, we noted the airfryer was badly cracked across the top. My husband returned the item the very next day, brand new, unused, still packaged, in the box. Upon return, he was told the airfryer had to be sent to Jhb for 'assessment'. Hirsch's will not replace the item, nor will they refund the item ... despite the item very clearly being cracked. Hirsch's 'policy' is that the airfryer has to go to the supplier for 'assessment', no matter how long this process may take. Hirsch's sold us the airfryer, not the supplier; whilst the very clearly smashed appliance wings it's way all the way to Jhb for assessment, Hirsch's holds our cash, and we sit without an airfryer in Cape Town. This is our first purchase from Hirsch's, it will also be our last.