Club Factory — rejection of refund

I ordered 2 products from club factory. I didnt like either of them so i applied for return. Their agent came to pickup the products and gave me a receipt. I waited for more than 20 days and they rejected my refund stating that the products they received from my end didnt match the products. I have proof of the receipt i got when i returned the products. I'm tired of talking to their customer care agents who keep on asking me the same questions. I've applied for arbitration more than 15 days ago and it was again rejected. Please help.