Zara clothes - Refund not received yet

So basically, one month back there was sale running in Zara online app, I book * sweatshirt there and made a payment through "Paytm UPI". I received my Item within *-* days and when I opened it it's not even looking like *** rs sweatshirt, it's used and having oil stain on it. I made a return within * days and received the email that you will get your refund within **-** days. I paid **** however, shipping charges are non refundable that's not the problem so the refund amount is ****. Now It's more than ** days I still didn't received my refund and whenever I used to chat with them no response just wait, I called them, I chatted with them, I chatted in Twitter, Facebook as well but no response yet. Please help me I really need that money, they are treating me like it's there money. They even don't reply *-* days.