Ackermans refused refund on poor quality product

I bought a Jacket for R499 two weeks back, initially i had a laybye, it was set aside then i went to release it with my mother on her account. I wore it once and noticed it was faulty so Yesterday 11/07 we went back and asked to exchange it. at 1st the cashier said go to Vaal mall to exchange, i refused a we bought it A preside square. she then called someone else and we explained it was bought on account could they reprint the slip and refund my mothers account as they did not have this jacket anymore. They traced the transaction but refused to refund instead i was told they would exchange for R259, cause we lost the slip, which they do have on the system as its account. We lost a till slip of a purchase we made at TFG but they retraced the transaction and refunded my account. Why is pepkor cheating clients out of their money, whereas their products are poor quality.