Extremely bad customer service for Incredible Connection George

I got a Volcano fitness watch for Christmas, which my sister had bought online from Incredible Connection. Recently the pin where the band of the watch is supposed to clip in broke. I tried to exchange it at the George branch of Incredible Connection, which is about 50km for where I reside, I was helped by a very arrogant man, called Vicky. He told me that I can only exchange the watch within 14 days of buying it. He even took his mask off while he was speaking or shall I say almost shouting on me, telling me that he can't exchange it and neither would it be worth to book it in for repairs, because it's only selling for R199. I'm truly disappointed by the way that this worker has handled the whole situation, I showed to him that on the packaging there stands that there is a 12-month limited warranty on the watch. He kept on telling me that the shop isn't in a position to exchange the watch for a new one as this decision is not theirs but rather the suppliers. I truly don't understand what the problem actually is, as I had the products original packaging, my electronic slip for the order and there is a clear statement on the packaging of a 12month warranty. I believe that this truly can be solved as the broken pin is not due to any negligence.