Zara — Refund not being processed

I ordered puffer jacket from Zara on 11 feb received it on 15 th. I returned it in same condition on 18th and the pick up guy also checked the jacket and accepted the return pick up. There was absolutely no defect from our side. After receiving in warehouse, i got an email saying that the product was damaged so they won’t process refund. They are putting liability on customer when in reality they damaged it while sending goods to warehouse. I have spoke to executives 4-5 times and they are adamant.