Ajio — Exchanged delivery not received and app does not even allow cancellation of item.

It's almost been 24 days, neither I am receiving the exchange product requested nor the app is allowing me to cancel the order. I finally wanted to cancel the order and want the refund if my money. I have spoken to customer care executive thrice and each time I have been told that the complaint has been lodged and I can be able to raise return request within 24 hours but in vain. I don't know if it will take them entire year to resolve the issue.