Bad service

I have been a Truworths Account Holder for more than 20 years and today I experienced the worst customer service at Truworths Cradlestone Mall. I purchased items on the 18 August 2024 on my account and they refused to return them because it exceeded the 30 day return policy. I travel quite a bit and when I buy clothing items I buy for 5 people including myself and I am normally alone. The goods in question were 100% fitted on, not suitable and placed right back in the packet to return. I spend a fortune with them as I buy all my perfumes and make-up and some clothing items. I phoned head office while I was in the store they could not assist me at all and said only the Manager of the store could assist me. At that time the Manager was on lunch which she is entitled to but I left my number for her to contact me back and since leaving the mall and my call was made at 12h47 and it is now 14h20 with no return call. I do realise there 30 day return policy but the way it was handled by the staff in the store was rude and unprofessional. I wanted to exchange, paid my account and purchase probably double to what my exchange was. Is this normal practice????? If so best I close my Truworths account asap as they probably do not need my business. The call to head office was a total joke and they could not tell me where I can escalate my problem further except for the Manager of the store.