Zara Live Chat Fails to Resolve Return and Refund Dispute

I sent a product to Zara for a return, but I experienced a serious issue during the process. Instead of the item I intended to return, a different pair of jeans that also belongs to Zara and was in my possession was mistakenly sent to the company. I clearly stated that inside the Zara return package sent via DHL on December 31, 2025, with tracking number 884695897899, there was a dark gray pair of jeans with product code 0/6164/154/922/38.

When I contacted the company, I was told that this item was not added to their inventory and therefore they could not assist me. At this point, neither the item I sent is accounted for nor have I received any refund. Additionally, communication is possible only through live chat, where representatives often end the session when they reach a dead end, and no real assistance is provided.

Even though I requested that the case be reviewed again, no solution has been offered. I am being wronged both regarding the whereabouts of my product and the refund process. I request that my return and the item I sent be thoroughly re-examined, and that my refund process be finalized as soon as possible.