On 7/18/23, I ordered a jacket from the online company Cettire. I realized that I ordered the wrong size. I emailed them right away in changing the size and their response "Unfortunately, we do not currently offer exchanges. However, we recommend that you return the order after delivery and separately purchase other items you may desire". So I placed an order for the correct size right away. When I received both items, I had to open the sealed plastic it came in so I can return the wrong size. I mailed out the package on 7/20/23. Only then I realized that I got charge for 2 items. I emailed Cettire regarding the status of my refund on 8/2/23. They replied "Apologies for the delay.We have yet to receive an update regarding the outcome of the return from our team. We have escalated your return to our team to get back to us urgently. Once we receive feedback, we will proceed with the refund accordingly". The next day they sent me an email "The item returned to us was damaged. Please see the corresponding images attached for your clarification. Unfortunately, we have to reject the return because it was not returned to us in the same condition as shipped". The jacket had lotion smeared on one of the side. I responded to their email in regards to the "damage" and it was not damage that was a lotion and it was easily removed. I also questioned the respond from their customer service. How was I not informed about the damage right away? Why am I the one to contact their customer service through email to find out that it was damage? The manager responded with "However, upon careful review of your case, there is unfortunately nothing further we can do if an item is returned to us in an unsaleable condition and does not adhere to the requirements clearly stipulated on our website". I responded to their email that the unsealable condition was to confirm that I am returning the correct size and the lotion was probably mishandled by their staff. There is no direct telephone number to contact them and only through email was the only form of communication. I felt that I was scam by this company as they rejected my request for refund.