Returns

I work a lot. So I have a lot of annoying stories. Recently a women came into the store to return a bra and panty set( I work at victoria's secret). Our return policy changed last march and we made a huge deal out of it because so many clients were used to wearing their bra for three years and finding it's worn out so they'll just take it back for a new one. Ugh. So anyway, this woman has her receipt but not that tags. It says we have to have tags attached to return anything. I call one of my managers cause I'm bad with confrontation and saying no. My manager explains to her the policy and this lady is adament about getting her way. So we tell her this one time only. i pointed out to her the new policy and she says to me "like I would know that. Who reads the return policy?". Are you freakin kidding me? Everyone does! I didn't say it like that but I told her politiely that I always read my reciept if Im no happy with something.
Was she right? Do people that not work in retail really think they can return anything? Im very curious what you think.