I returned an order for a refund

I returned an order for a refund. The order was returned back to because the package was not good enough to resale the shoes. But what I don’t understand is how is that my issue when I got the shoes in the same condition. I’ve been communicating with Wendy, Thembile and Thandokazi. Explaining the same issue over and over again they keep sending back the shoes I am really frustrated at this point.