PATHETIC CUSTOMER SERVICE

My mother made a lay bye on a Palladium on 27/11/2015 , but then decided she would to exchange it for another different footwear the next day but they refused stating that there are no exchanges or refunds and when she first made the lay bye nothing was explained to her regarding their terms and conditions regarding the lay bye. On the 1st December 2015 we went to the store and the lady there was very rude and we could not explore other options, instead she showed us a board next to the till that they offer no refunds , exchanges leaving customers with no options. From my knowledge of lay bye regulations if the client cancels the lay bye before full payment is made ,the client is entitled to some of the money paid as they can charge a cancellation fee or penalty. I feel that they are not complying with the consumer protection act. The receipt does not even state their terms and conditions and I feel that it is invalid.