Club Factory — club factory is not starting the product return process

Address:

411041

Order No: SO45869039
I have ordered a pair of sandles from this Club Factory. All chinese product of worst quality.
Now I want to return this but I can not see my order in the app under "paid" orders. So I did a chat with support staff - horrible experience, they are just saying all new stuff every day, first they asked 100 questions about the return then they said they will initiate a return, then they said I have selected an option that I will mail myself (which I never did), then they will return money instead they will add that in wallet etc etc. I am waiting to get the product picked up from 10-12 days.
I even called customer care number - Annoying thing is customer care says that As I have had a chat with support they can not look at the matter. What was that??

Please initiate pickup for the return and refund my money so that I can never ever shop from this website