Nykaa cosmetics - Damaged product not picked up and no refund given

I received a damaged eyeshadow palette from them and raised a return request for the same, which was approved after about * days and they assigned a courier partner for the pickup. However, it’s been * weeks and nobody has bothered to come pick up the damaged product and the customer care folks at Nykaa do nothing about it. They keep telling me that they’re “investigating” the issue instead of getting it picked up promptly. My money is stuck for no fault of mine.