Vodashop's thoughtless "no refunds" policy unacceptable

<p>On 19 Sep 2016, my wife purchased a tempered glass screen protector for her Samsung Galaxy S7 phone for R449. It was attached to the screen by the assistant at the shop. Shortly afterward, my wife experienced difficulties related to contact with the screen; tapping the screen resulted in unreliable responses (intermittent or delayed responses) from the phone.</p> <p>My wife returned to the shop, where the problem was confirmed, and a second screen protector of the same make was attached. The problem recurred, which was witnessed by the personnel at the shop.</p> <p>The personnel suggested an alternate make of screen protector, to which my wife agreed, but they had no stock. My wife suggested that they refund her, so that she could proceed to another shop to purchase an alternative make. The personnel then said that the manager has a no refunds policy, and that she can rather choose something else in the shop.</p> <p>To avoid further disagreement, my wife consented to wait for the alternative make of screen protector to arrive, given that the personnel assured her that the stocks were imminent.</p> <p>At the third visit, my wife went back to the shop to acquire the alternate screen protector, which was a much cheaper make. My wife indicated that she expected a refund for the difference but the personnel once more invoked the "no refunds" policy; they insisted that she uses the price difference to purchase something else in the shop! She opted to defer the transaction, and submit a formal complaint.</p> <p>We are deeply dissatisfied with this transaction with Vodashop, because the reason for the request for a refund is based on a defect of the product they sold, which was witnessed by themselves. My wife has have gone out of her way to accommodate the shop, by agreeing to wait for an alternative item, going back twice after the initial sale and waiting in queues each time. She had no intention of buying anything else in the shop, so why should she be forced to do so? In fact, we doubt that this is lawful, under The Consumer Protection Act, No. 68 of 2008.</p>