Pepcell witbank highveld mall refuses to refund me

I bought sophia the first earphone at pep cell but we could not hear the sound and i returned them for a refund the lady at pepcell refused saying she can hear the song through the earphone when using her phone even though i could not hear it when i listen. I can hear the is a song playing but the words u can't heareven if they are for kids the words should be clear even when volume was full blast it was still too low to hear words. I want a refund please, i am unhappy with thwir product and i should not bw forced to keep it becausethe teller says it works well kn her phone, i did not buy for jer but for my daughter her opinion is irrelevant if my daughter can't use it please refund me.