No Return Option on App on Web!

I have ordered from Zando multiple times. In the recent weeks there were two orders where I needed to return an item.

But both the App and Website remove the option for your log a return. The first time I logged an email with them and after a while it was passed off as an issue with my account and was resolved and I was able to log the return. The second time, I again could not log a return, thinking the problem was resolved I try all sorted of options. When I email them, they respond that my 14 days for returns has expired. How can it be expired when there was not a single day that I was able to log the return through the channel that I purchased the item?

Is this going to happen every time I order?

With other shopping apps being done so professionally, Zando are definitely to going to last long in this industry. Online shopping always has the customer risk of not being ab to try items on for fit, this risk is reduced by online retailers having strong and efficient returns policies. If Zando has no option to return items then why would I should anyone take the risk of ordering any item? Do Zando expect me to walk to physical department store, try on the item and order it on the App? Does this make sense to you???