Woodland — denial by outlet to exchange/return online purchased product

Address:	173025
Website:	woodland

Online purchased order no 1554047, gc300 wine jacket want to return as need smaller size s. As per conversation with customer service representative i went to outlet at paonta sahib but they refused to accept the same and asked to call customer care and let them but i called customer care 25 times but always busy. How can woodland outlet deny to exchange/return product if customer service says get it done.
Sushil kanwar, asstt. Taxes and excise officer