Exchange of the item

During the week I went for abdominal surgery so out of the theatre the nurses advised me to buy abdominal beld via take a lot,me being still under sedation and not wanting wrong results I immediately made an order,it was delivered today in the morning and i was excited not knowing it was a small size,i did not even bother to try it bcoz its written that is small size,i immediately called take a lot customer service,i spoke to Sebolelo my problem,he promised to excalate the matter to the supervisor,after an hour he sent me an email requesting for pictures of the item,i did sent them and called the customer service again,i was now talking to the lady who told me that it was approved,the item was gonna be picked up by my place tomorrow,i was so happy and thankful,after two hours i was called to asked again why do i want to exchange the item?then i gave the same explanation that the size wont fit,the lady told me no problem they will keep me updated,then two hours my request was declined,why suddenly I do not know,well I don't have money to buy another one,I don't want money but exchange,can someone rich to them and tell them I need the product not the money.