Item Bought Online Only Allowed to be Returned to One Store

I placed an online order from Dis-Chem for a Dr Browns Instafeed Bottle Warmer & Sterilizer, for a baby shower. Unfortunately the order didn't arrive in time, and I had to make an alternative arrangement.

Since I no longer needed the product, i decided to the return the product immediately.

According to Dis-Chem's Return Policy on their website : "1. Dissatisfied with your purchase?

If you are for any reason dissatisfied with an item purchased from our stores or website, you may return it to ANY Dis-Chem store or through the applicable online channel for a full credit, refund, replacement or exchange, provided..."

The very next day after it was delivered, I tried to return the item by taking it to my closest Dis-Chem during my lunch hour. However, I was told by the manager, Robert at Dis-Chem Willowbridge that they unfortunately can't accept the refund as they don't have it on the system and therefore are not allowed to accept the return. And that I have to take it back to a Baby City. Firstly, I commend Robert for trying his best to accommodate me as I was extremely upset that I had to waste almost my whole lunch break trying to return something, which should have been a relatively painless process. But after many attempts, they were not able to help me. I was also told that none of the Dis-Chem stores would be able to process the return and that I had to return it to a Baby City.

I then sent an email to Dis-Chem's customer care complaining about this. Although Lurian tried to assist me by contacting other Dis-Chem stores, none of them were willing to assist. Then, to add insult to injury, I was informed that I can only return the item to Baby City Bellville, which is way out of my way, as no other Baby City will accept the return either. I find this quite ridiculous as if Baby City Bellville said they would not accept this either, that would mean that none of the Dis-Chem stores nor any of the Baby City stores would accept the return... which means that this product which costs R1000 is not returnable.

As per their own policy, I should be able to return any item bought from them online back to "ANY" Dis-Chem store. Also, there is no mention anywhere on their website, or even on the invoice that this product can ONLY be returned to Baby City... let alone Baby City Bellville. I, as a customer of Dis-Chem expect that Dis-Chem should assist me.

If I had known beforehand what an absolute pain doing a refund would be, I would NEVER have ordered this product from Dis-Chem Online.