Why is the original card needed

So yesterday Sunday my husband walked into 1 of your stores to exchange pants and shorts I bought him. He gets to the store the lady explains the biggest size they have is large nothing more. So I then ask the lady to refund him for the shorts she says his the first customer they don't have cash.... How was the store opened without cash and I'm not talking thousands just a mere R380.

Today I walk into another 1 of your stores without the card I used to purchase those shorts with and I was told by 2 staff members they won't refund me without that card. What if the card left with mh husband 🤔. I have the original slip what's the problem....On the T'&C's behind the slip it's not written that the original card is needed when exchanging for cash.....HIGHLY DISAPPOINTED IN REFINERY. So my petrol doesn't matter 2 different stores on 2 separate days.... great customer service guys.