Refund /exchange on damaged soles on a pair of ladies strappy black sandals

Around the 20th of August 2023,I bought strappy black sandals,(Miss L), and has only been used 3 times at work, I then realized that the soles of both shoes are cracked. New pair of shoes have cracked soles? Then at Edgars Kolonnade informed us that they cannot take the shoes back as they won't be able to trace the exact date of purchase,if I had also used the bonus point cards,they were going to be able to assist. The problem is that I had misplaced receipt of the purchase and those shoes were not inside any box. I just need exchange or a refund urgently.