Urbanic — Return pick up

I am raising this complaint regarding Urbanic return request. I have raised a return request at the same day I received my order and since then I have been waiting someone to come and pick up the return orders and I have been in constant touch with their customer care regarding the same issue and they kept saying someone will be here to pick them up and kept saying me to wait for 24-48 hours. And itoday on 11-January-2022 as I again tried to raise the issue with their customer care they start saying that my return window is expired and I don’t know how is it possible even though with being in constant touch with them regarding this issue they are saying this to me.