Return policy complaint

I totally get the 30 day return/exchange policy, but I order online and live 160km fro store. I didn’t think exchanging the item for exactly the same item , just another size would be an issue as it is new seasonal stock. Where does customer service come in, or are we dealing with robots. If the staff in the store look at you as if you from Mars! Zara cant get away with such a pathetic non discretionary policy. So they simply love that we the clients mean nothing!