zomato food app - Food order cancelled but return not obtained

Hi i have ordered sweets from balaram mullick, but wrong chose a different address.
Zomato do not have a customer care number. I chatted with them a long time when they told me that they will cancel my order, so that I can place a new one. when I asked about the refund, they sent a mail id.
I have been mailing there for * to * days. I get reply after ** hours everytime from a different person. No body from customer care has called me yet.
They say that they will not refund since the food was already prepared.
As far as my knowledge when a mithai shop opens, all the sweet s are already prepared.
Moreover, if I had known I am not getting a refund, I wouldn't had cancelled my ordered. They have cheated me.