Truworths is unable to exchange items bought online.

I bought items online and they were delivered but one item did not fit well so I returned it for a cash refund at Truworths Jane Furse. The staff did not assist me including the manager they said the don't know how to treat a returned item that was bought online my case was the first one. I used a virtual card that is my banking app they said they can only assist me if I have a physical card because they want to scan it. This was after almost an hour of waiting, what surprises me is that identity next to truworths was able to assist me in making an exchange. They did not assist me even when I suggested to take different items of the same amount. What annoys me about their stinky service is that there is no truworths where I stay Jane Furse, Lebowakgomo or Polokwane are very far and the 25th have passed which is when I made an order so now what must I do to get my hard earned money back???