Libas - Wrong product delivered Return Refund denied

I had placed an order on Libas.in on October *th, after receiving the order I realized that I received the wrong product. There was no option to exchange, so I raised a return request selecting "Wrong product received" option. Did receive an email from the company that a ticket has been opened for same, but it was closed in another * days, saying their investigation team said that the correct product was packed in the warehouse. They attached the video of packaging but it had no order details, and closed the ticket. It was mentioned in the email that if we have any further concerns we can reply to the email within ** hours which we did,. but its been * days since and I have not received any communication from their end. When I reached out to the customer care via phone call, they just had a single reply that your ticket cannot be reopened because their resolution remains same and the product cannot be returned.