Go to the trading standards website get their phone number before you go in.
Straight away first thing you do ask to speak to the manager explain the situation, that you've been in twice and that you're not happy and that you want a replacement, an apology for the way you've been treated and his name and the address of their head office.
If they still refuse then tell them it's their legal obligation, and if they refuse yet again ask if you can use their phone to call trading standards (it's always better if you ask to use their phone it makes you sound more threatening in a polite way. If they refuse then tell them you're going to phone them on the mobile, if you actually get through before they do anything then explain to them and ask if they can speak to the store manager, hand over the phone 30 seconds later leave with your replacement drums.
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