no truth in policy

good day, I bought underwear at a pick a pay store on Friday 10/04/2025, I bought it as a gift for a lady of 86 years old, when I got home I was told by die ladies daughter that the mother won't wear the underwear a its a high cut, after our conversation I went online to check on the site if policy allows me to exchange for another cut, which it clearly states that if it's In their original packaging; and In their original condition they will exchange, I went back to the store to be helped with the cashier and very rude staff members, The lady that is the so called manageress told me that they will not do the refund, I did tell her about pick a pay clothing policy but she refused and just walked away, I feel if a return policy is on the pick a pay website it is there for a reason, I do understand completely if the underwear was fitted on but the lady stay in Pretoria and to old to do her own shoppping, but needless to say pick a pay dissapointed me with their so called policy, not only that the staff members at this pick a pay is very rude in helping getting sizes that is to high to rich, i asked for steppies and the ladies said they dont have one, so how must a short lady 1.61m reach to the top without asking for help and all i get is a big sigh, no pick a pay