Pep gatesville

Pep stores gatesville is advising that I can't return a pair of broken shoes after it broke. I purchased the shoes on my pep account. I have the tag but lost the slip they can't manage to get return this it can only be exchanged for the same price. Of which this also goes back onto my pep account. How does a customer buy the same thing when. It broke the minute my child put her foot into the shoes. I had to buy other shoes and pay cash so now I can't return something on my account