Fossil - Refund for returned product not initiated

I had ordered Fossil Riley multifunction rose gold tone stainless steel watch on *th May ****. Upon receiving it on *th May, I realized the contrast in the dial was not as per my expectation. So I initiated the return process via mail and call. I didn't receive any pick-up details. On **th May, delivery agent called me, showed me the pick-up info on his end. I handed over the product, and immediately sent an email to Fossil customer care asking for acknowledgement. Till today I haven't received any communication if they have received the product or its in transit. On calling them, they are just telling me their system is not up.