STORE MANAGER OVERRULE HEAD OFFICE

We purchased two gift sets at Clicks Humewood but as I left the store the receipt blew out of my hand. I then contacted clicks head office who send me a copy of the receipt as we wanted to refund 2 items. When going to the store the manager refused to refund us indicating she is not allowed to do so. I called Clicks head office and they spoke to the manager but she was adamant she will not refund us. This is absolutely poor service delivery - no where have I seen a store overrule head office. The regional manager was non the better - he offered a gift card - so the question is whether his sales target is more important than customer service