Non existant customer service- faulty product

My husband baught me the twisp for christmas which was exactly what I wanted. I had barely had the pleasure of using the device when i noticed it is leaking fluid through the mouthpiece. Thinking myself ******** I read again the instructions and ensured I did everything exactly as described with no joy. I goolgled it and found this seems to be a common complaint amongst the solo usrrs and went back to the store where I purchased it from (clearwater kiosk). Sam advised im not filling it correctly and the silicone tip has to be removed as well to fill ( which is not in the manual) none the less...my happy self that it shpuld now be soryed and can be used went on my way only to find the proplem persist. I came back to exhange it ( I did not even want a refund) and was told they neither exchange nor refund. They can send it to have it looked at but I am liable for a pacaging fee. After calling headoffice JP the manager confirmed with the atore manager they can refund only (not exchange) it takes 2 weeks and they will deduct \reasonable usage costs"for the mouthpiece/bade/atanomiser etc. What madness! Jason has to call the store to confirm and I have been standing here for 1hr waiting"""