Zara — no refund offered

I recently purchase some clothes from Zara and asked for a gift receipt which I was given, I also paid cash. However after waiting to be served for half an hour to return some of the goods with the gift receipts was refused a refund. I rang the customer services team and they advised I should go back into shop as I should have been given a full refund with the gift receipts. The shop assistant was wrong. I am disabled and unable to go back into town I have had several conversations with the complaints department only to be told nothing they can do. totally un helpful. Despite the shop and online being the same company the customer services does not apply to the shops. I am disgusted at the lack of customer service and empathy and help is totally lacking. I cannot get into town again to get the refund as first time I had someone helping me which I cannot get again