Superbalist complaint: Non refund

I bought size 7 palladium shoes for my sister and the size is too big for her. It was supposed to be a gift, so I removed the sticker on the original box and wrote HBD cukie, now they shoes had to be returned for exchange unfortunately there was no size, I requested for refund. Superbalist doesn’t want to refund me as they say the box is damaged. I asked how we can resolve this matter because I bought another pair for my sister and paid the full amount again. The person who was assisting me said they cannot help me. Mind you the shoes are unused, and the box is not really damaged, they can reprint the sticker and attach it to the box again and paste that sticker on top of the written words HBD cukie. I am now stucked with shoes that I cannot wear, and my sister cannot wear as well because I bought her new shoes from superbalist. I asked if they could debit me for a new box maybe but the person whom I was talking to on Facebook messenger didn’t want to assist me. When I called their customer service, the lady said it’s not a problem they will refund me. I am now confused who is right who is wrong. Because a box is slightly damaged due to removing a sticker and has words written in small letters and space, that costs me R1237. Just because of a box superbalist doesn’t want to have a common ground of resolving the issue with me. I am really disappointed with their service; they don’t care about the consumer at all.