Defective iPhone purchased from Telstra

[Joe310]

Hi everyone I need some help.

I purchased an iPhone 12 Pro Max outright from Telstra on Saturday 20th Feb, the device was defective when I opened it. There was a small scratch on the bezel. I came back to the Telstra Store I bought it from on Sunday 21th Feb, the first staff told me I can get a replacement within 3 days of purchase, while the second (the store manager) just said they can't do the replacement/refund. He was very unfriendly and offered me no solution. He said I already opened it so it's not their fault. I told him I have filmed the unboxing video when I opened the device and it can prove the device was defective before I opened it. He stopped talking afterwards and let me no choice but to have to leave. I already made a complaint and just wondering is it possible to get a replacement/refund in this case? I am new to Australia and I do not really know much about consumer rights in Australia. Any suggestions are welcome. Thanks!

[Jupiter]

You should be able to get a replacement, but they haven't followed procedure in the first place. I have never been able to leave the store without them opening the box and powering up the phone to make sure that everything is OK.