Exchanging with GWP and points promo

Edit: resolved, tysm!
Hey all, I just received an order for a $90 fragrance gift set and it was very clearly returned as it has damage on the inside. I reached out to CS on the app and they weren’t super helpful, they said i could exchange it in store but that I’d lose the GWP and bonus points (I ordered it and used the 500 bonus point promo). Is there any way to avoid losing the points and GWP, as a reminder I am EXCHANGING, not returning and the item is damaged