nozisipho refused to refund towels i took because it smelled like muff - Consumer Complaint for PEP STORES

i went to pep in elsies 67 halt road and ask for a refund. nozisipho than asked for my slip which I gave. She than told me in a very rude manner that she cannot exchange the item, because it was used. And she wont refund it.I than explained to her that i did not use the item. shen than started to get aggravated and told me where's the tags which i than explained to her that there was no tags on the towels. She than persisted to tell me that she cannot refund the items because it smelled liked muff and it has beeb used. i than asked for the manager and she replied with Rowling her neck and giving me that stiff look whilst turning her neck, which poeple usually give u when they having an attitude problem. i than explained to her i wan a refund and she continued to tell me she won't refund it as the items is muffed and i used these items. if used these item they would smelled like soap or washing powder they wouldt have smelled like muff as she abruptly said and usually when itmes have that smell its either they havent been used. i want some thing to be done about this matter, because its not acceptable for a manager to speak to client like that and to assume that items have been used she also did so in front another staff member, which was very rude really. if you do not wish to refund clients than let customer know so they can know what they letting themselves in for and also no where in pep does it states the terms and conditions for items to be returned. and to talk to customer like that was embarrassing aswell as a belittlement of poeple im very upset and discussted by pep as this is the kind of poeple u employ really disgusting service.