Shocking aftersales service from Hirsch's Waterfall

I am a regular Hirsch's customer. And I do not often ask for assistance, but I purchased an air cooler on the 17th of Jan for my son, from his grandma's for his 13th birthday. The Sales agent did turn it on in store (a climate controlled area) and we purchased it. But the item is terrible and is so ineffective, within 3 days of him opening it I asked to return it. Because it does not function as it should. I was advised I can, but I will get only 40% of the value back. Please can you try to check my purchase history and my profile and decide if it is worth losing me as a customer. The sales person had zero empathy.