Unfair process with the Voucher Rewards when exchange the item

Cotton On

I am writing to express my frustration with a recent experience that feels completely unfair to me as a customer. When I make a purchase without using rewards and then use those rewards on my next purchase, I expect the full value of my rewards to be honored, especially when I decide to exchange the clothing item. However, when I attempted to exchange the clothing item, I was told I had to paid in the amount covered by the rewards due to the use of my rewards. How is that possible? This process does not make any sense to me, especially since I’m exchanging an item of the same value but being asked to effectively forfeit my rewards by paying back the value I redeemed. Can you please explain what happens to the rewards I used with the purchase? Your policy seems to require that I repay the value of the rewards I received and used, which leaves me confused. For example, with my second purchase, I paid R478 after using the rewards voucher of R225. However, when I exchange the item, I was told I would need to pay back the R225 and that means forfeit my rewards voucher entirely.

So, our rewards that we earned, are being invalidated, the moment the customer exchange the clothing item, which I find completely unreasonable. If this matter is not resolved promptly, I will have no choice but to escalate it to the relevant consumer protection authorities. I have all the slips as evidence.

I look forward to your response and a fair resolution