Poor customer service

We took an HP laptop on accout and we have been paying for it every month. I am a university student and my mom took the laptop mid march 2018. The laptop is now damaged even though i didn't break it or drop it. My mom took the laptop back to the store Jabulani OK funiture shop and they told us they cannot take the laptop back because it is physical damage and it is not insured. The warranty/guarantee hasn't ended and I'm going back to school end of this month. Please help