Return Policy not so easy

I used to love and trust Zando. Unfortunately they have lost a loyal customer. There return policy is of no use to consumers. I have been refused a refund or replacement because I have passed the 14 day return period. Now I am stuck with an item that is of no use to me as it doesn't fit. Ive returned items later the 14 days in the past with no issues. Customer loyalty surely means nothing to Zando.