Shein lack of accountability / bad service

I submitted a refund request on 15 December because the material/quality of the items was really poor. Their courier collected the return on 27 December, and on their app it shows the items were received at the warehouse on 30 December.

Since then, I’ve emailed them numerous times asking for an update. After weeks of chasing, I’ve now been told that I won’t be getting a refund because the warehouse “can’t validate” my return.

I don’t understand how that’s possible when:

The return was arranged through them

Their courier collected it

Their system shows it was received

It’s now been over 2 months and I’m still out of pocket.