Refund

I've brought shoes on 2019.03.28 I went to vaalmall on 2019.03.30 to get a refund , the lady that assisted me she said she will have to call head office as they are not allowed to refund the customer if she wear the shoes.she called me and tells me that they can not refund me . I send the email to their customer care the lady by the name of Rachel send me e-mail saying that

Thank you for taking time to send us your query ,According to your email you already worn the shoes, they are not damage therefore Rage does not refund shoes which are not in resalable condition and unconfutable as customers do fit the shoes in the store level .

I don't understand why others stores don't have a problem of refunding the customer or exchanging shoes while rage have a problem of doing that I mean the shoes are damaged are still in a good condition because I only wear them once