Goods never received, didn't qualify for a refund

I ordered a few items just to check if this was legit. I never got my package and when I went on the app to request a refund, I got a message that I no longer qualified for a refund...like really that was not fair at all. I couldn't find their contact details on the app so there was no way i vould lay a compliant. I just decided to accept my loss.