Bata shoes - Refund not given

I have ordered beige color pump of size * from Bata website and as the size does not fit me well, I applied for exchange. The Bata representative took * similar products at the time of exchange instead of *. And when I asked them to return * of my product they said it has been misplaced somewhere so we will give you full refund but till date refund is not given. I have ordered this product on **th December ****. It's been * months and during this period I tried contacting them via mail and customer care no so many times but of no use.