Bad service at Eyethu mall Ackermans

I did layby with Ackermans Eyethu Mall on the 31st October 2021, I lost my ID documents I went to Eyethu mall Ackermans on the 11th January 2022 to ask them to cancel the layby I had my ID copy they didn't want to refund me they force me to purchase with the amount of lay-by deposit if I don't want to they will issue a gift card. I understand their return policy when you did a purchase but with layby its not the same as I didn't take them merchandise with me the were still in store. I was not happy as the caretaking manager by the name Of ITUMELENG was rude and she didn't want to help instead she send s staff to talk to me.