Bad treatment by Pick n Pay staff

So my daughter bought a small heater at pick n pay Hatfield Plaza. When she gets to her apartment the heater is not working. She takes it back and who ever was helping her tested it and it didn't but unfortunately the system was down they couldn't do refund. She takes it back again and was assisted by a different person so they did same procedure and heater was working this time. Bear in mind they testing in the same plug as previous day, meaning there is a problem with the heater.

So my daughter tells them she don't want it anymore she's gonna buy something else. They said she is the first student to complain about that specific heater and their policy says they can't take something back if it's in a working condition and they not gonna take it because of her feelings. The said alot of hurtful things treated my child like she's nothing. And their policy is not on the slip and they only tell people to keep the slip and box for returns and don't mention anything else. And when we searched for their policy it don't mention that they don't take things back if they in working condition.