Myntra.com — Return could not be processed.

I ordered a puma shoe on Myntra during a sale. They delivered the product in a very damaged packaging. Due to size problem I filed a return request. But the pickup agent came and told that the shoe is used and the return request is declined. I have only tried once at home to know wheather the shoe fits me or not. The shoe is perfectly the way I recieved from myntra. But they refused to take back the product inspite of their 30 days return policy. The customer care executives are also so pathetic as they keep the call on hold for several minutes and fail to understand the issue. It is very difficult to solve my problem. The shoes are of high price and if they dont take it back, it will be a waste. Kindly look into the matter.