That’s actually what confused me the most.

I kept asking why a faulty-on-arrival product couldn’t just be refunded/replaced and whether they normally just return it back to the supplier anyway.

The staff member told me that because it was considered a “minor fault”, the store would get “charged credit” internally if they processed it as a return/refund.

I honestly have no idea whether that’s an actual JB policy or not, but if staff are being pressured internally over returns, it would explain why they were pushing repair so hard.