Business ProfileforTrend Mall Online

On 1/9, I purchased a "Mama's Bonding Comforter" from Trend Mall, ORDER #****, for $39.95 USD. When I received the item, it came in just the mailer, no tags, packing slip, or directions. When I tried to use it with my 19 month old, it did not work for us. It didn't give the support that was advertised. I emailed Sofia in customer service on 2/7 who told me "your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do NOT issue return labels, return shipping will be covered at your expense." I replied with "This is what concerns me. I received it in a plain mailer without any receipt or instructions and no additional bagging. If I return it the same way with just a note in the mailer that it is from me and the proof of purchase, will that be sufficient? I wasn't given anything else I can include." To which Sofia replied, requesting a photo of the packaging it was sent in. I told her that was thrown out upon opening - I've never needed to keep packaging for a return. She advised me to "Just send the item back and provide me with your tracking number. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. Return Address: Trend Mall P.O. Box **** *********, ** ***** ***" I provided her the tracking number, but the package was returned back to me at my home stating the address wasn't correct. Sofia confirmed it's the right address and was forwarding my concern to the higher team on 3/16. I have not heard back from anyone. I have followed up 3x and Sofia replied on 3/28 saying she is still waiting on the higher team to reply. I have now spent $12 on ***** to return, and still have no response from them at this time.