Urbanic — Regarding return and refund

Website:

www.urbanic.com

I had ordered two products on urbanic app
Order ID[protected]
1. Simplicity pullover T-shirt
2. Button straight leg jeans

But both the products were defective (it was my first time order with urbanic) so I placed a return request on 29/08/2021

On 31/08/2021 the pick up was successful at around 4 pm and I Handed over both the products to the pick up guy ( agent phone no[protected]

On that same day at around 7 -7.30 pm, the pick up guy again called me and told me that he was assigned to pick up only the t shirt and not the jeans, so he informed me that some other agent will come and pick up the jeans from their office. I said alright, why not because that's their issues what they wanna do with the products because in my part i had placed a return request and I had returned all the products

Then i checked website where It was written that the Refund is processed for the T shirt. And within a few hours a got the money back for the T shirt
But for the jeans it was written that the return request has been rejected. The reason being some unclear photo. Which to me was a surprise because what's with a photo right? you guyz will anyway check the product at the time of return. Also even if i had to place the return request again i had to upload another photo which was not possible cause i had already returned both of the product. So I thought may be it's a technical glitch and will be updated over time

But till today.. there is no refund no pick up confirmation for the jeans, nothing.
Even I shared this problem via chat with the customer care services many a times. But all they told me that that my concern was shared with the team and they'll do something. But the customer service is useless, its been 10 days now .all they keep saying that my concern is forward to team...but i can clearly understand now its fraud..i need my money back of rupees 1360