No Exchange policy at krugersdorp president hyper

I bought a bicycle at Krugersdorp president hyper on 29/10/2017 after assembling it I had to return it due to defects that I believe were caused by manufacturing, I thought they were going to return it instead they send it for repairs and it came back with lots of scratches ,I phoned a lady at another branch who told me that they were suppose to exchanging it according to their exchange policy but they normally do that only if you cause a scene(difficult customers).