Online purchase not returnable at Pick n Pay store

I place an order for my elderly mother online PnP , wrong item was delivered , when my parents returned item to PnP Somerset Mall , the Manager just said that online order must be returned online but that is not what there T&C says .

Even online you cannot log a return on a item , what is that , who has airtime to waste on call centre -its 2022 can it ne this hard.