Cotton On won't refund sale items bought online - not fair as click and collect doesn't work

Bought a pair of PJ pants on cotton on online and took to store to return. They won't let me get refund because it is a sale item. This is not fair. It may be in their terms and conditions but it doesn't seem fair to apply to goods bought online which you cannot try on - I understand in store. Also it is not a hygiene reason as it is pants and not underwear. Also online it is not clear what foods are on sale versus what it that days special offer. I ordered exercise pants and a PJ jersey which is still due to arrive and worried the same will apply as items on sale. Another confusing this is I had sale items recently allowed as a refund for both cotton on and Factories that I bought online so it's very confusing. I won't buy online anymore now if this is your policy and if someone doesn't refund me for these items. I have had issues with cotton on online before where items deliveres to store don't arrive which is why i order online now and only bought the sale items to get my cart up to R500 so I could get delivery online. If your click and collect system worked I would not have ordered sale items and would just have ordered the few items I wanted. You can check on my profile that I have complained about click and collect before and was offered a 30% off to compensate. You cannot not offer refunds on sale items if your click and collect doesn't work and takes two weeks to arrive. Please can someone call me and take my details to ensure V& A Waterfront store will refund me for my items.