Refund gone wrong

Tried returning an electric hot water bottle worth R150 at PicknPay Welkom. Only had it for 3 weeks, but was already having charging problems. Two ladies were assisting me with my refund, had the bottle, the box, manual, charger and the receipt of the product with me. Just as the two lovely ladies were about to process everything smoothly, a man nametagged "Rasenyalo" intercepted the whole process stating that the store cannot process the refund as this is an electric product, therefore it needs to be sent to their electrician named "Eugene" for testing to see whether I qualify for a refund or not. The two ladies looked baffled and confused but couldn't say anything probably because the guy seemed like their superior (he was also wearing civilian clothes in the store). I then had to leave the receipt and product at the store with my contact details and ID no.

As I went out the store another worker at picknpay asked if I the man was assisting me with a refund I said "Yes" and he laughed shaking his head.

3 days passed with no contact; I went to the store to enquire. Found new people working that days shift, I explained everything and they just said if I was "assisted" by that man, I should just forget about my refund, the workers were kind of implying that he's used to doing things like this and people never get their refunds. I had to leave my contacts again to be contacted after they "enquire" about my refund process. Another two days passed, no contact. I went back to the store the 2nd time. And this time I was referred to a guy who apparently works at the electrical reviewing department with Eugene, he has never seen an electrical hot water bottle for review at their department.

I still wonder where the product ended up and what happened to the refund that was lodged, everyone mysteriously didn't know what happened. I even doubt buying any electrical products at picknpay, I look elsewhere knowing should anything happen I will be well taken care of with smooth assistances at other shops.