Dehilvery — Product picked up but showing cancelled

Website:

in.puma.com/in/en

I ordered a product from Puma. The product wasn’t the right size so I initiated a return request on the app. The request was accepted and i was assigned pickup on 8th august. The product was picked up on 8th august at 11:37 am and soon after at around 1 pm I saw in that same app that my pickup wasn’t successful even though the product had been taken. So I raised a complaint that I have given the product to their delivery partner and had it on video proof but I have not received any response from the team. When I offered to give them the video I was told I would receive a call back to receive the video proof rather than directly giving me a way of sharing it and indirectly avoiding it. Haven’t received any callback even after messaging them on their app repeatedly and now the puma company is saying I cant return my product essentially me losing my money and the product both.