Terrible customer service

Purchased a Milex mist fan. When we opened it the remote immediately gave in the mist function wasn't working. Returned it today Masood Goliath said they must assess and it will take 15days Milex gives you a warranty so why is Makro being difficult if the product is faulty why cant I get a refund or exchange it for another product that actually works. Are you waiting for summer to be over. R1800 is no jokes and this is unexpectable