Poor customer service from a store manager

I went to a store wanted to make a return for items bought for a new born baby for my younger sister, unfortunately the baby was lost during the process of delivery. When I arrived there I found the store manager at the door and I explained everything to him. He denied the items to be returned because the return policy which I found it very rude because we didn't plan it to happen. I took my cellphone an call customer service thank you so much to Thandeka I got assisted .