Columbia Refused My Return

I`m living in London. In December 2024, my wife purchased a pair of shoes for me as a gift from the website of Columbia. Its Order number is 228006259. I didn`t like it and we decided to return the product. We followed the return policy below which is what is noted on the website of Columbia. But 3 weeks later we saw that the product was delivered back to us claiming that the item was not returned in line with the company return policy. So we called the customer care team in London at 0800-464-0876 to find out why it was not aligned with the return policy as we believe we exactly did what was advised by the return policy and we`ve been advised that there was another box that the original box was put in when the product was first delivered to us however they only received the original box, not the other one. How this can be a reason for Columbia not to accept the item back? That box looked like a box used by the delivery company and if Columbia expected this large box to be returned as well then why they do not make it clear in their return policy below? If you look at the return policy below and the steps we followed, we exactly did what was required. How can a reputable company like Columbia serve so badly when it comes to returns? This is unfair and unacceptable. We returned the item with the original box and with the original tag attached so it should have been accepted. It`s obvious that Columbia makes things difficult for the clients to challenge the return and this is disappointing.