TOUGHEES SCHOOL SHOES EXCHANGE

I bought toughees school shoes in december at Ackermans, only to find that size is big. Went to Ackemans Jabulani mall to exchange on the 18th of January was told by Cecelia the manager that they cannot exchange the shoes for me because they were worn, the shoes look wearable to me... How is my child supposed to go to school with uncomfortable shoes?? Please attend to this matter as it is a sensitive one because i am a loyal customer to Ackermans, i don't deserve such treatment. Right now my child does not have shoes to wear to school.