Highly Dissapointed

On the 29th September 2021 I purchased a LED TV Fixed wall mount. We asked for advice from a consultant regarding the size that we might need and she suggested 32"-55". And of it's not the right size we may bring it back as long as the *****s were in place and not missing individually. We bought it and we wanted to place onto the wall, we got someone to do it and before he could open the box he looked at the our TV and said that we need to get the box as we have the rectangular one that we purchased from Cash Crusaders. So we got another one for square however it's from another retailer. The problem i have here is that we returned today and Cash crusaders Midrand City refused for a refund. They told me about their refund policy about goods and products to be returned within 7 in order to qualify for a refund, however it is only refunded subject to the following exclusions:

*Any physical alterations to goods purchased which invalidate the warranty.

In my case I haven't used the product or the tool and i requested a refund today but they refused and i asked for the Manager as to explain to what i have and also try for him/ her to understand. I asked for the Manager but the person by the door didn't even want to give me a name instead he made as if he doesn't remember who he spoke to just a few minutes after he came back from asking him . This is not okay and if employees are feeling threatened not give out ther superiors names just because customer try to reason their query and come to a solution then that's bad services.