No option to refund on website or app on my purchase made

Need to return something but there is no return option on app or website. Been trying to contact them on number provided and absolutely no answer for the pass week and a half. I tried contacting them via e mail but everytime I receive a request number which never followed up. Their return policy is 14 days and I have my package now for 10 days. This is just really poor customer service. Will never buy from them again.