Meesho - not refund the product and get money back

Dear Sir/Madam ,
I would like to inform you that My wife Mrs. Kuhelika Roy gave online order of a pair of ladies shoe through your App/Company . The Order No is -************ . But when she received the product we saw that the product is not good as per quality and it is not fit her (Size Problem) . So, we wanted to return the product and we lodge retuned request through the App . But when a representative came to take return the product today i.e **/**/**** he told us that we have to give him a box of shoe . But there is no box when we received the product . The representative admit that they did not provide us the box of shoe when it is delivered . We asked then how could we give him the box of shoe when it(Box of Shoe) is not provided us ? he said that he cannot take the product return if we cannot provide him box of shoe . Then he cancelled the returned policy and went away .
Now , I request you how it is possible for us to return the product with a box of shoe when it is not delivered us? So, I request you to take return the product and send back our money as soon as possible. Hopefully you will look into the matter seriously and take emergency step to solve the above mentioned serious problem . Thanking You