Damaged sweater

On the 02/02/2020 I purchased a sweater from the sale section at Zara Eastgate Mall without a tag on it. I did not scrutinize the sweater to notice that it was frayed at the front.

I had purchased a size small, took it home tried it on & found it didn't fit. At this point I still hadn't noticed the fray at the front of the top. I have not worn or ironed this sweater! After realizing it didn't fit me I put it back in the packet to exchange at Zara.

Today 15/02/2020 I took the sweater back to Zara to exchange it for a bigger size & the manager (I think her name is Palesa) refused to do the exchange claiming that I had worn it/ironed it.

I had only realized the fray at the front of the sweater after she had scrutinized it.

She insisted that she could not give me an exchange or refund because it was not returned in the manner it was bought however, this is exactly how I purchased it having not noticed the damage, yet it was sold to me in this state. The cashier had not checked the state of the sweater nor did I. I believe irrespective of whether this was a sale item or not the quality & standard should be the same so should the staff ensure that clothes not up to standard should not be on the racks for customers to purchase.

She has sent me off with the sweater insisting that I contact customer care to sort this out myself. Having sent the email to customer care on the 15/02/2020 I still haveny received any feedback to date.