Zando ingore goods return requests

I bought an item on the online store and I have been trying to return it. I am unable to return the item because I am receiving now communication back from Zando after twice following their procedure of emailing their *** address which should assist me in processing the return according to their website.

This is very frustrating as I have followed the companies procedure and I'm just being ignored, meaning I will be stuck with these goods besides them advertising that goods bought on their platform are returnable within a given period.