Refund

I brought shoes on 2019.03.28 I went to exchange them at vaalmall (2019.03.30) the lady that assisted me she said they can not refund me because I wear them , she called head office the lady that she spoke to she said the person that is responsible they have already knock off , she Said she will call me am still waiting I haven't received any call from . I don't understand why they cannot assist me because I only wear the shoes , the shoes are not comfortable that is my problem