Bad Service and bad quality product

We brought a power bank online. In less than a month, the charging port has become loose. When my elderly mom goes to the store to return this product due to bad quality. They seem to be giving her a runaround. If your staff won't be able to provide good service to the elderly for online purchases, change your return policy so it can be done without having to use one's own money to return a bad product.

We are also not going to be bul**** into accepting low-quality products. Rather, refund us our money.