Shopclues.com - shopclues refused to return and refund

Respected sir
my grandmother was very old and particaly blind,,,,i sarching a easy phone for her,,,this time i sea iball assan * mobile phone in shopclues.
i order it,on */*/**** by cash on delivery.it cost ****
Then i open the phone and i surprise this phon was so complicated for use my grandmotger,it has so many dedicated button fot savaral option,and a sos button,if by mistake it pressd then so many people harrased,,then i think the phone has voice dilar,but its have not it,and main thing is the kybord is big that is ok but it is plain and smooth to understand,,,thats why i want to return it because our financial condition is not allow to waisting ****inr#
Then i placed a returned request on same day of delivery */**/****,they show my status return requsted,,but after that thy not respond me,,so thats why i call customer care no,and they directly refused to return my order#
pllz help mee at this matter