FnP refund Policy

So, I ordered a non perishable gift from FnP recently for someone. But due to unfortunate circumstances they went out of the town. I contacted the FnP customer service to cancel the order, but they said it can't be cancelled. The delivery was attempted and the recipient obviously refused the parcel. Then I contacted their customer service again. That the delivery was attempted and it's undelivered. So, under that circumstances you should cancel the order. They said, it's not written in their policy. The thing is I went through their policy before ordering and it's written they will cancel or modify the order upon reaching out to the customer care. I asked them to show me where exactly they have written that it's non cancelable ! They put me on hold for near about half an hour and then cut the call. What I want your opinion about is 1. Has it happened to anyone before, if yes any advice on how to navigate the situation? 2. Should I go for a consumer complaint about the non transparent policies?