Bad creativity policy by manager

Bought a new balance sneaker with two colour when I washed the sneaker the orange colour stained the white returned the shoe the lady at the till needed verification from manager to credit the shoes as what, to my surprise itumeleng Mothubatse (store manager Eastrand mall) told the lady that no credit should be done but I need to take something else ,I asked the lady assisting me if I don't see anything then what because Itumeleng wasn't bothered she told her to call the area manager just for a simple damaged shoe I was so disappointed to think that no were in the slip it indicates that when an item is damaged customer needs to take something else.I think Itumeleng store manager archive eastrand mall needs to understand that TFG is not 1 of the small companies that deal with you can't return without taking anything policy if it's a damage it goes back to the manufacturer it's not the client's fault .In order for me to leave the store I needed to take something because the poor lady at the till didn't know what to do.I as a customer need to know when did that rule apply and need to see it in writing or Itumeleng needs to explain why did she just create a non existing policy.It doesn't mean when a shoe is damaged you need to make a sale by telling a customer to take something else if that is her way of making sales then she needs training as a store manager