Myntra.com — Heels

I ordered a pair of ELLE heels from Myntra and they got delivered to me. After opening the package I found that I received a defective package. However, exchange option was not available. I placed a return order and the pickup agent came the next day. He checked the heels however he denied to take those back as they are defective. I told him that it was already a defective piece. He said that he will put the return on hold and asked me to connect with the customer care for pre-approval.
I am trying to connect with the customer service but I am not able to do so.
Today I got a reply from the customer service that my request would be updated till 3rd dec.

This is pathetic.

Help me place the return and refund my money back.