Return Policy leaves much to be desired

My experience is as a witness to the manner in which Makro deals with returns. A customer brought an iron to be returned within the 14 day return period and was told that the item needs to go to the supplier and there will be a waiting period as it has been used. I enquired from the supervisor as a bystander, so what does your return policy involve. I was told you can return the item, it must not be opened and unused. So basically you buy the product and return as is. This has put me off buying appliances from Makro. No other retailer has this clause which I find strange as the appliances sold at Makro are also sold at other retailers. Strange that Makro will not consider negotiating better terms with their suppliers to benefit customers.