D-Mart / Avenue Supermarts — Exchange Policy , Employee behavior

This is regarding the policy of DMART Safilguda Hyderabad and not the amount.
1. At the customer care I went for exchange of a product but they returned the amount instead, along with deducting Rs 1.00 for every Rs.100.00 and the reason they mentioned is that it is paid through card therefore the company policy is to refund with deductions
2. When I was at the billing counter the employee at the customer care came all the way to the billing section and talked with the cashier there in local language to give him Rs.1.00 as if it had no value. He was continuously saying this and mocking.
Suggestions: Do provide training to employees on how to behave with the customers.