H&M Refuses Exchange Without Receipt Despite Product Being Linked to Account

I recently tried to exchange an unused item at H&M, but they refused since I lost the receipt. The item is linked to my account and phone number, so I don’t understand why they’re unable to process the exchange. What’s the purpose of linking purchases to an account if it doesn’t facilitate such situations?

As a well-known brand, I expected H&M to offer a more customer-friendly solution for exchanges, especially when the product is visible in their system. I request that H&M allows the exchange based on the purchase history tied to my account.