Total disregard towards loyal customer

Good day Last week I upgraded to the iPhone 13 Pro Max at iStore Tyger Valley. The same day I bought a pair of 3rd gen AirPods. I previously had a pair of 2nd gen AirPods. I loved them and used them for about two years. Unfortunately they reached their expiry date earlier this year. I then specifically waited for the 3rd gen AirPods to be released. R3399 later I started using these AirPods. What a big disappointment. They don’t fit, they hurt my ears and they fall out with even the slightest movement. I can’t even imagine walking or running with them - it will be an epic fail. As per my receipt I understood that I would be able to do an exchange/refund within 10 days - with 20% handling fee, which I firstly feel is very unfair. But that wasn’t the worst of my problems. I went back to the iStore 6 days after my purchase but was informed by the manager that returning of AirPods is not allowed because of sanitary reasons. At NO TIME during my purchase or on my receipt was I informed of the fact that AirPods cannot be returned/exchanged. I should have been made aware of this BEFORE purchasing the item. That’s what one would expect when buying an expensive item from a store like yours. I am utterly disappointed in IStore and Apple. I am a very loyal customer with an Apple watch and iPad as well. How else was I supposed to know that these 3rd gen AirPods would be so uncomfortable if you’re not even allowed to try them out? I understand that we live in the time of covid, BUT NOWHERE I was informed about this no return policy. I have now wasted R3399 thanks to iStore’s incredibly unfair policy. Earlier this year I bought earphones through Takealot and I was allowed to return them despite covid. So there must be a way to sanitise and resell these products. If I had the money, I would have replaced every single Apple product I own with one of Apple’s competing brands. I’ve been a loyal customer for the past more than 7 years, but today I am disgusted by the utter disregard for me as customer. I do not want any “this is our policy” answers from you. iStore, you have NOT provided me with the knowledge I needed to make my decision while buying a very expensive item. What I do expect, is a full refund and the option to exchange these most horrible 3rd gen AirPods for something better. Regards Lana