Refund withdrawal

I bought 2 dresses at Zara Menlyn on the 14th of August. Yesterday (19th of August) I went to the store to exchange one of the dresses for a bigger size, and other one I returned for a refund, the cashier who was helping me with the refund then called a guy named Jabu for authorisation, he then withdrew my refund, claiming I returned an item that is in an unsellable condition. He claims the dress has stain marks and the store policy does not refund if the item bought it was not in the condition it left the store. My frustration is that I never wore the dress and I was returning it because i realised that I don’t like the dress. It makes no sense to me that a dress that I never wore is in an unsellable condition.

While I was engaging with Jabu, he kept saying any complaints I have should be logged onto the website, there is no direct communication between the store and I, I asked for an email address or a way that I can contact to customer care and he kept referring me to the website. I cannot not even add their email address below because they don’t have one.

For further information you can contact me on ***, my email address is ***.