Please change your policy to 'We do not exchange/ return earnings/ underwear' period!!

I Purchased 2 packs of underwear at Woolworths Clearwater, paid and headed home, after approx. a week from purchase, realized I picked 2 different sizes in error, both backs were still boxed. Went back to Clearwater yesterday to return the unworn, still closed pack with the wrong size, and get a replacement (not a refund) I ask the 3 ladies working at Customer Service for the replacement, they rudely respond that we don't take back underwear, I explain my situation of how I came to this predicament, but they push the receipt away and advise me there is nothing they can do.

Let me show you the policy on returns, this is the same on my receipt and also on Woolworth's website: " For hygiene reasons, we cannot accept the following refunds or exchanges: Underwear (excluding bras) that has been worn or with opened packaging, earrings for pierced ears, opened toiletries or cosmetics, or baby hardware items with opened packaging."

The one pack of underwear I intended to return was neither worn nor opened (one of the ladies even opened it to see whether it had been tampered with and she threw it back to me)

I was very disappointed in the treatment without explanation as I argued that the policy says this applies to only worn or open packaging. This was my first time having an issue at Woolworths. Nonetheless, I call customer service and the agent advised me that from what she was reading on the policy, 'Underwear was not to be replaced or refunded regardless of being unworn or still in it's packaging and whatever the branch decided at their discretion can not be overturned by them' I ask you, what's the point of having a complaints department/ customer service when you tell me whatever the branch said is what it will be?

Woolworths, change this wording on the policy to be definitive on returns/ refunds so that people know to come with their lawyers to buy underwear and go through this small print in case they make a mistake to grab the wrong sizes. I would've understood if I had bought 1 pack and wanted a return but this was in error.