Paytm - After taking advance payment Paytm is refusing to take return

As my phone was not working and shops were closed due to lockdown so I have purchased a phone for Paytm on **.**.** and paid in advance.
The order id of my order on Paytm is ***********
The estimated delivery was **-** May but it was delivered to me on **th May.
To continue working I have borrowed the phone from a friend in the meanwhile.
When I opened the packing, the box of the phone was in a very bad condition.
The phone is very expensive for me and I have purchased it from my hard earned money.
So I did not switched ON the phone as I don’t want to take any chance that may cause a problem later and have requested Paytm for the return along with the attached pictures.
They kept on asking for pictures again and again for the next * days and I kept sharing.
After that they have given a time of ** hours to review.
Then till * days there was no response from their end , I kept on trying to reach them but I was unable to do that.
After * days I receive the message that my request has been rejected without any explanation.
I kept on asking for the reason but Paytm is not responding since then.

Needed to return the borrowed phone and to continue working I needed a phone so when Paytm did not respond after ** hours so I had purchase a phone from the store.
I can’t afford * phones and I would need Paytm to return my money and take their phone back.
Your support and help in this matter is needed as Paytm is not responding to my request and is doing arbitrariness.