Pathetic customer service at trade route mall

I went to truworths at trade route mall to refund my money back, reason being I didn't get correct sizes and they had limited stock. I had all my receipts with me, when I got there the cashier said to m no we can't refund you because you don't have your debit card with you which you used when purchasing. And I was surprised because it was not my first time purchasing at truworths this was just news to me. I told the cashier that it doesn't make sense because I used a cash card it's not a credit card, she said I'll call the manager for this is how we work, I waited for that manager for about 30 minutes mind you I'm heavily pregnant that time. The other cashier whispered Why don't you just do it and then the other one said no with this line manager in today I'll get into trouble, so I also sensed that this manager also treat staff like dirt. When she came to me she was like uhuh I then greeted her I told her my story ND she was like ya dats how we work I asked them for their head offices contact and she said no don't worry girl I'll call them for you and give you a phone, also waited abt an hour for their customers center to attend to us, she then talked to dat customer service consultant ghen after gave me a phone, I talked to Portia from customer service and I could sense that this person doesn't know what she's talking about, she was like what the store manager told you is truth this is the company's policy, ND now my argument was why don't they tell customers when they change the policy and why isn't it written on the back of the receipt, I couldn't get answers. I went to maponya mall truworths the best service ever those people are not angry they love their job, they refunded me no excuses. That manager from truworths must go for trainings she's clueless , she's making her own terms and conditions. By the way I'm also a manager at American Swiss.