https www candedfashion shop - wrong package but no refund initiated

i bought my dress from this website on *th december. but after * days i intended to cancel my order, and i wrote them an email. but i got no response, after several days i thought to receive the order with *** rupees in cash on delivery as there were no other options of payment in the website. the product was delivered to me by ekart logistics on **th of december ****. and the product was a wrong and used item. i mailed them but got no response neither do they have a customer care number. the ekart tracking order number was- SRTC**********. And after checking their refund policies they have such unrealistic refund policies, so i fear i might not get the refund neither i can get the exchange. i feel to cry. please help me