Poor service

I bought shoes on 26th December 2025 they got damaged the very same day. I then took it to Greenstone legit for refund on 12th January i was told that i need to take back to the shop i bought it. I found that strange what if i bought it in another Province.I went to Phumulani Mall they on the 15th January 2026 they told me the same thing .What is wrong with Legit cant we get refunds from any other shop as long as you have proof of payment.