Zara — Return and Refund Denied

I had placed some orders on the Zara app on 11Dec2020 and after. I kept some products and raised a return request for the rest.
Zara has not picked up the products yet. They are also not issuing any refund.

I have spent more than 30 hours with Zara support. Every time they blame the courier company and tell me to wait for 5 more days but again nothing happens. Now they have even stopped replying.

They are withholding a total of Rs.14000 with them.

Please help me with this.