Confused by VAT return

In any other country VAT return works in a way where you buy something, show your passport, keep the receipt and collect your money at the airport. Here, however I got told after a purchase to go downstairs in the mall and collect the VAT money directly? Is that true? I was short on time so did get top try it. Also the receipt does not seem to show the VAT so I have no idea if its worth going back. What % should I expect from the purchase price?

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