Apple care for airpod max

What is the procedure for making a accidental damage claim against airpod max if you take them to a apple store? Do they take the damaged ones and replace you with new ones there and then? As I did get sent there after phoning apple and I was refused a replacement there and then and was told that I had to wait 15 days to send my airpod max away have them fixed then returned. Then I called apple and they said they could send me a new pair straight away for £25 as long as I send the original back to them, I just wondered why they did not do that at the apple store when I went???