English Conversation Practice - Where is the Manager?

Customer: I'd like to return these boots.
Sales clerk: Is there anything wrong with them?
Customer: Yes. They are very uncomfortable.
Sales clerk: I think you have had these for a long time. It looks like you have already worn them a lot.
Customer: Are you saying I can't return them?
Sales clerk: We only accept returns on unused items.
Customer: Where is the manager? I demand a refund now!

1. What is the customer trying to return?
Jacket
Boots
TV
Toaster

2. What is the store's return policy?
No returns
Only exchanges
Store credit
Only returns on unused items

3. What is the customer demanding?
A refund
An exchange
A free item
Store credit