Bad exchange system

My son's grandmother bought him clothes for his birthday & they were small.I went to the store in Oxford Street,I was told I can only exchange the clothes in Port Alfred where they were bought.

Yesterday I went to the store in Port Alfred, I was told I can only return the clothes & only the account holder can exchange. I didn't want a refund but to exchange clothes of the same value. I must wait another month to get the clothes because I don't go to Port Alfred often.

I am disappointed by the way such a huge company like Truworths does things, shouldn't a slip be enough to exchange? So if the clothes were bought in Western Cape I would have to courier them to E.C in order for the exchange to take place?