Pathetic Service I received

I made the lay-bye on the 23/03/2019 and collected it on 23/05/2019, on the 24/05/2019 I took back the jersey and ask for exchange as it was big and Elize refused to take it back and said they don't exchange lay-bye. According to the slip I got terms and conditions said Refunds and exchanges to be done within 30 days with proof of purchase, and in original condition. During December 2018 I was also in the same shop, the same Elize refused to give me cash for the refund and said I must take something instead of me getting cash back. I am so dissapointed if we still have people who are treating us like animals in the shops. If she managed to treat me twice like this how many people are treated like this and decided to keep quite, |Am I treated like this because I am black or what?She gave me the call centre contact number which are not working, I have been holding for 11 minutes on the phone with my costs ( ********** )