Tile Africa 12 year's warranty Verona Tap Issue faulty

I am disappointed with the service I received at Tile Africa. I purchased Verona taps on sale as a budget option for my bachelor units, but unfortunately, one tap failed during installation on 01 March 2026, spraying water. I returned it to the store on 02 March 2026, and was told they could not assist because my plumber used putty. I explained that the tap failed and the plumber was only trying to fix it. The sales assistant took the tap to the manager, he then returned it saying nothing could be done. Due to this experience, I had to refund the third tap to avoid further issues. The tap comes with a 12-month warranty, so I do not understand why an exchange, repair, or proper resolution was refused. I kindly request that this issue be addressed promptly. Please advise how Tile Africa can resolve this matter, whether by replacement, repair, or refund.