Racial profiling

I went to the Postnet at Ninapark to return an item that Zara SAID I could return, they told me they can't help me because I don't have the original package of the item. How? When I obviously have a return receipt that I got from ZARA? Nowhere does it say that I can't return it without the box. I obviously managed to share the receipt with ZARA, because I have evidence of the purchase on my emails. Tell me how does it make sense? I have returned my clothes without the original package before by the way. I just bought those plastic packages from POSTNET LYTTELTON with zero hussle. This isn't the first time I got a bad service from there. Last month they told me they haven't received my packages without checking and told me to return home and wait for an sms, which never came until I went back. The only time I ever got a good service is when I'm served by this black lady.