Unsympathetic Customer Attitude

I bought an extremely expensive pillow from Volpes on Friday 20 August which comes in a zipper bag, together with pillow protectors. After taking the pillow to my elderly mother's caregiver, I was told that the pillow is unsuitable to a lady with her physical state. I returned the pillow to Volpes Kolonnade on Sunday morning to exchange for a softer version. I was told on Monday that I cannot return the used pillow, because it is in a zipper bag and not a sealed bag. Absolutely no manager's discretion allowed. BEWARE of buying unsealed items from them, because it will come back to bite you if it is packaged in an unsealed container.