Puma Rejected My Return Claim for Defective Formknit Seamless T-Shirt

I purchased a "formknit seamless t-shirt" from the Puma store via the N11 app. The product arrived defective, so I returned it using the provided return code. Even though the product was marked as delivered, the store rejected my return, claiming they never received the item. I contacted N11 live support, and they confirmed it was an error and updated my request. However, despite the product being delivered, I am still being needlessly delayed, and I’m simply being brushed off with "you will be contacted with the necessary information" without any further explanation. Order no: 205252577634.