Refusal to exchange incorrectly packaged goods

Hello, I bought items on the buy 1 and get 1 free promo which was on the 02 of October. Upon collection of my order I realised the shoes were both from the left foot. I went in store for an exchange and they said that I should email bash, they couldn’t assist me. I did so and the courier collected the shoes yesterday. My problem now is that I received an email from bash saying that a refund is being processed to my method of payment. This is appalling as I never requested a refund. I wanted an exchange!! If I am to go and buy the shoe again today then it means I’m paying the full price and no longer benefiting from the buy 1 get 1 free. Bash is now indicating that exchanges can only be done in store. Why am I shopping online if I’ll receive an incorrect item? Isn’t there quality control before orders are sent out? Why am I receiving conflicting information from bash and the store? I’m afraid this is the end of my relationship with TFG brands & bash!!!!! I’m closing my account, such incompetence is appalling!!!!