Pepperfry — not able to return wrong item

Address:

Gour Nagar, Nadia, West Bengal, 741313

I'm looking for support with an issue which i have with pepperfry company, which sales online products.
I purchased wood wall shelf with hooks from them and received it. Due to some reasons (I was sick and busy) i didn't open it same time but only about after 10 days after receiving. When i opened the box i found that the item is completly wrong with so many wrong measurements and design. Same time i contacted company by website details. They asked me to send the pictures that proves my complaint. I did it. And the answer i received that i contacted late for the returning an item. They have a policy that exchange can be done within 7 days after delievery. I explained the situation that i couldn't check an item same time and requested them to help me. I were asking it twice. First conversation i had with ms. Manpreet. R. She rejected my request. So i made the one more and another person mr. Amorjith rejected to help again.
My concern was that i advice to the human, not to the sistem and maybe in some cases they may help to customer and save a customer for the their futures. But they were stricked.
I believe that if customer received wrong item 5 days difference in openning the box doesnt give right to company not to exchage or take back a product.
I am looking fo your kind support in this situation.
Thank you.
Elmira (Phone [protected])