Xenon Pro

The shopping experience in general is good, I didn't have issues while buying. Where I have been greatly disappointed, it is when came time to have service after I received my order.
For those who don't want to read a long paragraph, here's a summary: I ordered two headlights, none of them would work/fit. I tried to return/do an exchange, but customer service isn't on point. So now, 3 weeks after receiving my order and knowing it wasn't okay, I still don't know how to return it and be reimbursed (because THEY DON'T DO EXCHANGES). I tried many times to have the issue fixed, but no one helped me.

I bought two pair of headlights for my Hyundai Santa Fe 2017 (high and low beams), following their website recommendations. Turns out that the set of highbeams they recommend isn't the proper one for my vehicle because the plugs don't fit. And when I try to plug my new LED lowbeams, they do not work, for a reason that I ignore. Mistakes happen, so I thought I would reach out to their customer service and have the LEDs swapped out. Here comes the worse part of my experience with XenonPro.com...
First of all, if you try to call them or email them to mention you have issues with their items, they won't help you; they will redirect you to their website so that you ask for a return via their live support chat window, which has limited opening time (from 9am to 5pm I believe). For people that have to work during the day, it makes it really difficult to book time in front of a computer to chat with someone... to simply tell you how to return the products. (It should be possible to do it via email too)
In my experience, I was able to push work a bit later one morning so I took the time to go on XenonPro.com to chat with them so I know what to do to return my order. The guy helping me asked me what the problems were, and when I mentionned them, he tried telling me why my low beams may not be working. (I now needed to disable my DRLs to have my headlights working?) I wasn't too sure about that, so it almost became an argument of who was right, so I gave up because I didn't care who was. I just wanted to return my order. I told him about three times that I wanted to return the order and needed to know the procedure. I never got an answer about that. Then, I made it clearer that I was in a rush because work was waiting for me and I needed to get this return done ASAP. I waited 10 minutes in front on my computer, sending messages from time to time to prompt a response, but never got any more answer. I was out of time and had to leave... so I rated the chat as "bad" with some comments explaining why and left.
4 days later, I still never had any answer from them at all. No email, no call to try to honor their "100% satisfaction guarantee" policy/facade. They know they had bad comments somewhere by someone, and instead of trying to fix the problem, they just don't care.
I still don't know how to return the order and get reimbursed. This is my worse customer service experience in a very long time.