HP cresta don't know how to refund

I went in to the HP store in Cresta today to return a product purchased over the weekend (still unopened in packaging). I was told to fill in a form and they will find out if they can do a refund however it would take 1.5 hours. I was given back the product and told to come back next week. How is it that the personnel don't know the refund policy and I would need to come back to return the product? The 1.5 hours have long sinced passed and I'm yet to receive a response. Very disappointed with the service.