Ajio - return not initiated even though it was in the window of return

I placed an order for saree costing **** on date ** July ****. I received it on date * August ****. didn't want to keep it as it didn't look much like the picture so i placed a return on ** August and then i noticed that the order pick up was taking too long. so i checked the app where it showed failed attempts to pick up. so i contacted the customer care on chat on ajio app. and they said they will look into it and nothing happened. so i tried to cancel return and reschedule it myself as it was still in return window but the app wasn't allowing that either. two days later again i contacted them and they tried to say that the window has closed to which i reminded them that i reached out in the window period and still nothing was done so it is their responsibility then they said yeah that is right so just send product images with the tag and all and they will create a return from their end. I did send the pictures and then i received a mail saying they cannot view images must be wrong format or size more than **mb which i knew to be all in the right size and format. still i resend the pictures and checked format and size more meticulously to which i got same automated response. then i send it in jpeg and pdf both hoping atleast something will work ... yet the same response. then i tried the call customer service and they too follow one script of sorry for inconvenience and i will try to help and i have escalated matter mail us. and i do it again and again. I have sent the images * times by now. to which i get automated response. I ask customer service what the issue is they say they don't know. and the team responsible for it will reach out via mail and then no one does. and it's just no help. I keep calling customer care they say they can't help the department is different. I ask to speak to a senior they say they are busy unavailable on a call. sometimes my calls even straight up get dropped. I've had horrible experience with ajio. it's just terrible.