Store with different policy/service

My problem is the return policy in Woolworths in Guguletu Mall. They can not pay refund even if you got a proof of purchase. If you bought the item from different store. They said they can only exchange. I don't know it is simple because that store is situated in black township. You have to go to other store to get a refund. I was inconvenient I had to go to other store and the treatment was different. I returned the item and I received refund. Can someone from Woolworth explain, why are we not getting the same service from Guguletu Woolworths.