Myntra.com — Exchange rejected because shoe was tried on to check size

Address:	AKR Tech Park - B Block, 7th Mile, Off, Hosur Rd, Kudlu Gate, Krishna Reddy Industrial Area, Garebhavipalya, Singasandra, Bengaluru, Karnataka 560068
Website:	myntra.com

27 Feb 2021 - I ordered a women's shoe from Myntra.com for my
mother.

6 March 2021- Shoe was delivered. Tried on the shoe but was too
small, so put an exchange request. Myntra promises
exchange by 13 March.

13 March - Myntra says exchange delayed to 17 March

17 March - No delivery

21 March - I raised a complaint for the delay in exchange

27 March - Myntra cancels my exchange due to "internal issue"

28 March - I put a second exchange request for the shoe. Myntra
promises exchange by 3 April.

3 April - Exchange rejected. Reason - shoe had dust on it's sole
because customer tried it on to check size. I was asked to
contact customer care to resolve issue and my return
window closes on 5 April.

The Delivery agent and his manager told me the shoes were not acceptable because the sole was dirty, meaning I used it. Now check the pictures below and tell me how those two spots make the shoe unacceptable for exchange.

Myntra says you can try on the shoe and if not satisfied can exchange or return the product.
But when the customer actually tries it on and got two grains of dust on the shoe's sole as clearly every shoe they deliver is in perfect condition, no dust, no scuff marks and only the customer can do all that by taking the shoe out for 5 mins to check if it fits.

FINAL WORD- This is no freak accident. This is what these big online retailers screw over their customers.
--- Tell the customer, they try on their products to check size.
--- Customer tries on the product and when they aren't satisfied and
request an exchange.
--- Delay deliveries till return window closes so options are limited
--- Then on exchange attempt. Give customer some nonsense
reason to refuse exchange and blame the customer.
--- Mislead the customer by telling to call Myntra customer care to
resolve issue on same day.
--- Customer calls the company and gets told to wait for a week for
an update
--- Return window expires and now customer can't exchange product
again

This is the actual internal policy of these big retailers to screw over powerless customers and this must be stopped.
I want the shoe returned and a full refund.

Order No[protected]-2911501
Invoice No - I0721CA[protected]