Honor phone defective

I purchased a Honor cellphone from PEP Cell. We noted an issue with the phone, when the phone was put on speaker the other person could not hear me properly. I took the phone back to PEP Cell, they sent it in for repairs. After I received it back it still had the same issue, the phone was sent back anther 2 times and still the issue persisted. We requested to be refunded for the phone as sending it in for repairs all the time made no difference. When we requested to be refunded PEP wanted to replace the phone. I am deeply disappointed as they never offered to replace the phone until I requested a refund. They are now refusing to refund me.