Apple Store Waterfront - Idiotic Policy setup

Bought a gift (MacBook Air) - R19000 for my wife and she wanted to change it for a MacPro - R28 000.

The manager wanted to charge me R1900 because I removed the plastic seal on the box (she did not even open the screen).

How they can throw away at least R10 000 for the cost of R1900 - makes no sense to me..

Never buying Apple again