Trouble refunds from Gearstore UK

Had an awful time trying to exchange a product bought via gearstore… no response to emails even though states 24hr reply. wants me to pay to send item back via courier and pay to get the new item reshipped. states they do exchanges on the site yet when i called as return portal wasn’t working, the girl on the end of the phone stated they didn’t and she’s had lots of people complaining, when i said that she sounded like she’d lost the will to live. Totally shocked as I bought from blizzardgearstore as i trusted the brand…if i had been made aware the hassle involved in returning i NEVER would havebought from this site!