Return policy discrepancies! Clearly not what the slip says.

My Mother bought a Nokia C10 mobile phone on Thursday 17/11/2021 at Mr Price Knysna. On Monday 22/11/2021 she returned to Mr Price with a complaint as the phone loses network, has a delayed ring and deletes numbers. The lady who sold the phone said that the phone cannot be returned as it needs to be sent for repairs. My mother didn't appreciate this and requested an exchange or her money back. The lady simply refused and said all they could do is send the phone for repairs. This is not what their return policy says. The area manager was not at all helpful either, sticking to their policy and procedure which is clearly not the same as what he is stating. We are extremely disappointed in Mr Price and their senior management.