exchange or refund for NAN milk for my son

Good day

On the 02/11/2022, I tried to go exchange my sons milk which was bought for him by my parents his grandparents. Regular store visitors & customers of dischem Rustenburg waterfall mall. I was assisted by the customer service consultant whom called the manager from the desk and was later told that there is no refund nor exchange of the product which was never opened nor tempted with in anyway, my parents stay in Thabazimbi and had purchased the milk on the 28/10/2022 at the store was only able to receive it from them on the 01/11/2022 cause of the province and city they staying in is far from where I currently stay which is in Rustenburg. I would like to understand how was I not offered an exchange nor a refund or my parents told that there is no exchange of refund after 2days of purchase from the store so I can be clear on not purchasing goods from the store again or purchase at my own risk. Highly disappointed in the service and manner in which this was handled at a time were goods and services are very expensive to maintain.