Business ProfileforEnvy + Grace

Happened on July 23rd, 2023. I was shopping in person at Envy and Grace in Maple view Mall Burlington, Ontario location. Before Buying a white top bodysuit I made sure to ask the cashier employee if the item is refundable. The cashier employee has confirmed that the item is refundable as I have asked her multiple times because otherwise, if it was not refundable, I wouldn't have bought it. Less than a week later, I went back to the store to return and refund the item. Surprisingly, the manager told me that she can't refund this top due to hygienic reasons. She said, according to our terms and conditions, bodysuits are nonrefundable, although I have asked the cashier employee before buying and she has confirmed it's refundable. I asked to call their customer service, but they said we have no customer service number. I asked the sales lady for the customer service email address and tried to send emails, but they were not reachable and the email address she provided did not exist! No one in this business tried to resolve the problem and it was so unprofessional and disrespectful. After many attempts of trying to find a correct email address, I finally got into contact with them and sent all the details but again they offered no help. The employee gave me a misleading information and it's so unfair to pay for that! I have bought this item in person and asked the employee multiple times if it's refundable and she has confirmed and I trusted her word that I can return and refund it, it's unethical to refuse the refund later. In addition, to prove that this store is giving misleading information telling people that some items are refundable while they are not, I have a recording of one of the employees saying clearly that bodysuits are refundable! The recording is with me, and I can share it. Please I'm so disappointed from that untruthful act and I want a solution for this. The item was 77.97$, it’s still with me and I haven’t touched it since then.