Bad

I bought earrings yesterday when I took out the one earing at home to fit one of the stones fell out. I went to Paarl mall store where I bought the item. I ask for my money back lady starting having a attitude saying no refunds on earrings. Is this my fault when a item is faulty ? I ask for the manager she cam out said we can give you a voucher I told her I would please talk to someone above you. The lady over the phone told me they must give you a refund and when i gave the phone back they all ready made out a voucher. I told her I dont want a voucher I want my money back. No the voucher is done. I ask for the slip as to see where it stands. I told them it stands there no returns if you changed your mind and for faulty products one should go online to see. As I wanted to take a photo of the slip the girl behind the counter grab the slip and put it away. I went on to the website amd on the website I showed the manager faulty items may be refunded and she said sorry she did not know. So more than 30mins just to get my money back. Why put people in your store with attitude and dont even know the rules. I will definitely not support you in the future as on google reviews everyone complained about the same issue