The body shop - Damaged body shop products delivered

I ordered two body shop products a moisturiser and face wash from nykaa. I found a chemical like smell in the face wash and it doesn’t produce any foam. The moisturiser is also causing burning on skin. I raised a return request in the portal. I shared pics of product within the timeline. Now the team called me twice back to back and I wasn’t able to take the call. I called on customcare they said my request is under process. In the meantime they sent an email also but i was only tracking my app where they said they need more pics. I tried to explain based on my issue I don’t know what kind of pics can explain the issue. Next day my request was rejected. I tried to get in touch with customer care again, explain everything again to a new person and ask for help. They said their team will call back, Again one call which i missed. Only way to call back is to talk to a new person explain everything to then again and wait if they revert which they don’t. Then one of them asked me to reply on email from nykaa which said they tried calling me and if I don’t revert in ** hrs request will be closed. First of all nykaa is expecting customer to track mail, phone call and app all three for revert not sure how efficient is that. Then when you call you talk to a new person who asks you to wait. If customer waits for ** hrs that’s justified but them calling once and customer being unavailable is not. Just don’t understand how they operate. Now i am stuck with unusable products asking for a return or exchange on my order where no one is responding though they asked for ** hrs of time. And then to top all of this i am a nykaa prive call