Extremely dissapointed customer

On 31 Oct 2019, one of our cleaning ladies bought a Nokia + 1 in Jet Sandton city. She paid R1400 cash for this phone. The evening when she got home, she charged the phone, but nothing was happening. The phone was not working at all. On 1 Nov 2019, she took the phone back with the receipt, only to be told, that Jet cannot take the phone back, she will need to repair it herself. The phone was returned within the 7 days, and I would assume under guaranty. How can the customer be expected to repair a defected product herself? I've never heard of this. In my experience of buying from Jet, I've never had this kind of experience, and I don't know if our cleaning lady was undermined in any way, but this was very unprofessional from Jet. This lady used her savings to buy the phone and does not have any money for repairs. Jet you really need to get your staff retrained on customer services or just don't sell phones anymore. If there's a policy on returning goods and something is being returned within that timeframe, you should take it back, reimburse the customer or give them a new product.