United Colors Of Benetton — I have received a used product

I order a pair of jeans from the company site . I received the product almost after 20 days of ordering and that too in worst condition. When I requested for return I was told to wait for 48 hours for the status to be updated. However even after waiting for a week it was still showing in transit instead of delivered. On calling the customer care several time reverse pickup was arranged and the product was picked up on 2nd March. Since then I have not received any payu link or any update. The customer care person Atul looks uninformed about anything. He only talks about policy of 14 days without even listening my concern. As per him once I will receive the payu link it will take another 14 days for refund. But I haven’t received any link. Kindly help! I feel cheated. Also I have complained several times that I am getting emails in the name of Nirmal Rathod. I have no clue who this person is? I am no where related to this person. I feel cheated.

My order number is P03961810