This is what JB Sports said:
"We have displayed our company return policy on cash sale purchase at the main counter in every shop.This should be in The Voice later this week. Tell me honestly, what's your reaction?
Customers must read this policy before they decide to buy anything in the shop. If they are not happy with the policy they should not buy. We do not force anybody to buy our products in the shop. The store manager behaved exactly like what is mentioned in the policy. According to the company policy any defective item will be replaced after getting the report on damage from the respective supplier and the item should be brought back to the shop within 10 days from the date of purchase.
To get the report we need to send the defective item to the supplier for verification and hence we request the customers to leave the damaged item with store manager. In this case customer refused to leave the item with the store manager.
If the customer brings the shoe back to the shop we will send it to the supplier and based on the recommendation from the supplier we will act on the matter.
In most cases we give customers new shoes or the customers can chose any other item for that money.
We sell only branded shoes and they are guaranteed but customers have to follow the procedure."