Flo Mattress — Return and refund of money not being arranged for my mattress under 100 nights policy

I raised a return request for my flo mattress under 100 nights rule. It states we can return it with full refund if not happy. Return pickup date was 23/10/2020. Its been more than 10 days they are not replying to my emails and not even taking any step to return pickup the mattress and provide the refund.