Superbalist reneging on returns policy

I have been purchasing goods from Superbalist since the business started (to the values of thousands of Rands). I recently requested a to return a pair of shoes for a smaller size only to be met with a shocking response. I was told that the shoes allegedly had creases and would be sent back to me without swapping for a smaller pair. I had returned the shoes immediately without wearing them (they were collected the very next day by Superbalist's couriers). It is also extremely easy to see that these shoes were never worn because there is not a single scuff or scratch mark on the soles of these shoes. It is very easy to look at the soles of shoes to establish whether they have been worn. This is deterioration in customer service is very likely attributed to the change in ownership i.e. the departure of Takealot.