Pathetic service at Kolonnade

I bought Polaroid true wireless stereo earbuds at Homemark Kolonnade on 17 October 2021. Firstly I charged the earbuds for 3 to 4 hours as advised by Sharon Mahlangu, the sales lady who sold me the stereo. The charging case remained solid red while being charged. I disconnected it from the charger to test it and discovered that the left earbud doesn't have sound. I then charged it again cose I thought that maybe it's not fully charged as the led was still solid red. Today I took it to homemark where I bought it. I explained my problem to the sales person Oscar and he said there's nothing he can do as the item is over a month now and he can't exchange it due to hygienic reasons. I also asked if he can't exchange the charger case cose it can't charge he tested it and found that it doesn't charge, still he refused to exchange the charger case citing policy issue.

Can some explain how does homemark treat its customers especially if the item is faulty. Pathetic service at its best, disgusting.