Myntra.com - Account blocked without my fault

My friend ordered clothing from the Myntra.com the expected delivery date was on **th feb ****. The item was delivered wrong. The product that my friend ordered was not delivered it was something else. So she requested to return the product. The person came and took pics of the product but the wrongly delivered product was not took back with him. After that she talked with customer care of myntra.com they blocked her account claiming violation of policy of myntra and refused clearly to refund/ product return. She requested again and again to executives and today **th feb **** they clearly refusing any refund or return. The order id was Order no.: *******-*******-*******

And paid online in advance...... What was the fault of customer.