Vplak India pvt Ltd - Damaged product received

Dear Sir/madam,

On *rd January **** I had purchased a Subwoofer of make mission qx ** mk II having order ID ********** from e-commerce website www.vplak.com and same was delivered to me on *th January ****. After opening the packaging I found that there is a damage in the form of crack on the lower portion of subwoofer. Also I found that there was no GST invoice. So I had to request them so many times for the GST invoice. So they sent me invoice through email. Also the product was found to be defective as the sub-woofer was sounding very boomy. As per the return policy of their website we can return/replace product within * days from delivery. So I made return request on their customer support number, WhatsApp and also emailed them. I got a reply email from them saying that : A support representative will be reviewing your request and will send you a personal response.(usually within ** hours).
To view the status of the ticket or add comments, please visit
https://vplakassist.freshdesk.com/helpdesk/tickets/*****.
But after this email I didn't receive any email for the return and refund of the product. So I called their customer support number *** **** ****. They told me that they are from logistics section and that they have emailed this issue to the concerned team. They also told me that I will receive call from them in *-* days for return. But Again I didn't receive any call. So I called them again and again and requested them for refund. They told me that they have handled the product properly and they claimed that the courier might have damaged the product. I also asked the contact number of their Director/ proprietor. But they refused to give me the number. This caused me mental harassment. They told me not to to call them continuously. Now this has caused me so much trouble and frustration. So I request you to kindly follow up with them so that I can return the damaged product.

Thanking you,
Akshay navathe