Selling Google play that does not work and wont refund

My husband bought a Google play at Picknpay boskruin, it does not work, they said they will look into it and today he went there for them to tell him to email google or call, not sure. Does this mean he has lost more than R200 just like that. Should picknpay not be liable for this as it was purchased at their store? This is rediculous, you cannot sell something that does not work and the go oh well you need to sort it out yourself. They must pay back the money.its my local store but would definitely not be going there ever again