Puma India - Refund not initiated

I had ordered shoes from Puma.com on **th December, received them on **rd. The quality was very poor so I returned them. On **th-**th they took the shoes from home. They have not initiated the refund. I complained on their mail to which they said that as soon as we receive the shoes, we will initiate the return. Since then they have not replied to any of my mails. When I call on their customer care number, no one picks up the call. Its been ** days now, they have not initiated the refund and they have not given me any information regarding that either.