Ajio - Return Request not Processed

I had placed an order for a footwear on Ajio app on **th Jun, ****. When I received the product, it was damaged and there were size issues. The app allowed only exchange and no return of this product. When I tried to place an exchange request on **th June ****(the day of delivery), it only showed the available size(UK *) which I had already ordered. So there was no point in placing an exchange request. Now I was left with no option, neither return nor exchange.
I tried contacting their customer care constantly for * to * days multiple times and everytime they told me to send an email with the picture of the damaged product attached along with the concern. I sent * emails but no response. All this I did within the exchange deadline of * days after delivery.
Due to an emergency, I had to fly to UAE for *.* months and hence I couldn't follow up with Ajio on this matter. But once I got back, I contacted them on the chat again and also gave all the proofs and screenshots of the emails I had sent. But they said that the window for exchange/return is closed and they cant help me. I asked regarding their team's ignorance towards my emails/concerns when I had raised it within the window, the support person sent - "We are sorry but we cant help you in this". I want to raise this complaint not just to get my refund but to ensure Ajio takes their customers more seriously and ensures they are serving their customers in the right manner. I don't want others to go though this experience as it was hell for me.