No flexibility on return/exchange policy

Shocking service from both the Sandton store and the online service centre in particular. There is no customer service or flexibility whatsoever. I purchased a limited edition jacket and needed to return/ exchange and unfortunately outside the window period due to extenuating circumstances. The item hasn’t been used, still wrapped up in the bag. I might as well have received an automated email from the online help desk. They do not review anything onna case to case basis nor are there any exceptions so I was sent the return policy clause. Unacceptable!