Poor exchange and return policy

Their exchange and return policy is ridiculous. I returned an outfit today and asked for a voucher. The super efficient and very nice sales lady explained that she requires authorization from the owner and the process would take 5 to 10 minutes. An email was sent to the owner for authorization at 12.33. I left the shop at 13h15 without the voucher. Unfortunately, even the head office could not assist. I called head office from the shop 3 times between12h33 and 13h15 until they eventually informed me that they cannot reach the owner. I left the shop with the sales lady apologizing profusely. She volunteered to deliver the voucher to my home. A terrible experience and it's such a pity because their clothing is generally good.