Returning policy COVID-19

I bought the shoes for my father before lockdown around March so because of lockdown I couldn’t go home to my dad only went now and he told me the shoes are too small he could exchange as he is old 78 years old didn’t want to go to malls because of the covid 19 Today got the chance to go and exchange the shoes the reply I got was that the shoes are now R1 so they can’t take them the guy by the name Tshepo he says he is the manager said unfortunately there is nothing he can do, even when I explain about the COVID-19 am here holding new shoes not even worn and no one is wearing size 11 that I know I feel Woolworths as a big company is failing me and the lady by the name Kgomotso Disipi was even laughing with the other colleagues and says here is the number you can even use your phone to call customer service *** and we doubt you will get help Woolworths city mall Klerksdorp ***