Bad service

My Daughter bought earrings at Sterns,Vredenburg on 10/10/2022. When removed from package we found one faulty. I returned to store the morning of 11/10/2022 for it to be replace/refund. I was informed that they cannot refund me and the earrings have to be send away which will take 2 weeks which is unacceptable After insisting of a refund they informed me that they do not have cash and I must return the next day. On my return they again informed me that they do not have cash. I logged a complain on which I received a automated replay. I have phoned customer care and requested to talk to the person working with my complained. They informed me that it is not possible ..or also not possible to talk to area manager . a Week has passed and no communication from any representative from STERNS and this for a simple refund for a faulty product that could have been sorted on my first attendance to the store.