Urbanic — Product not getting picked up after raising a return request

I ordered a couple of clothing items from Urbanic app on Jan 12, 2022 (Order Id[protected]. The products got delivered in a couple of days. I was not satisfied with the product quality and hence raised the return request for both the ordered items on Jan 15, 2022 and was intimated that the pickup would take place on Jan 16, 2022. I received a single call from pickup agent on Jan 18, 2022 which unfortunately, I missed. I called back the agent 15 mins later and was informed that the pickup would happen the next day. Now, it has been more than 15 days and i have reached out to customer care multiple times, only to be informed that "agents have not been able to reach me after multiple attempts - pickup cancelled - complaint forwarded to appropriate team and would be contacted by pickup agent within 24-48 hours". I have not been contacted by any agent apart from that 1 time. The customer care has failed to fulfil any of their responsibilities and i want refund for the useless products that got delivered to me.