Samsung — Creating Problem in the returning of products

Dear Sir/Ma'am,
I ordered a Galaxy Buds Live on 26.02.2023 which was delivered on 02.03.2023 but the delivered product was damaged, so on 03.03.2023 I applied for the return request I choose the option of Damaged Product but don't know how it shifted to Issue with Fit and Size due to which the Return Request was rejected but in actually the product is imaged and I want to return the project but it's not showing me the option to return the order. It is requested to help me with problem. Now when i am calling them and telling the issue they are saying that to arrange a job sheet from the nearest samsung store but as such thing is not mentioned in their return policy.
Thank You.