DIFFICULTY GETTING REFUND FROM PEP

I went into PEP NORWOOD to return an item I bought. It was an hour into the business day. PEP would not accept my return because they had "no cash"in their till. They asked me to come back. How is that okay to ask a customer has to make another trip to get a small refund? I suggested they use their float. They said no. I asked them to refund to my card. They could not, my card was on my phone. I suggested a gift card. They say they do not do gift cards. Eventually 30 minutes later and after the manager called their their area manager, I received my refund. How is this okay? Why do retailers think it is okay to refuse to refund customers?