Nykaa - Defective or low quality product

I wanted to report the I have ordered a sling bag and it was on** th July. On the same day I raised a return request through email to the support team. I was not aware they do have call option only on their website but not on app.
I have returned to them three on the same day ,but none responded.

Then a day later I found the contact number through website and contacted them and said I have received a defective one but they said we are not accepting returns,I said again it is a defective one, after ** mts later she agreed upon the issue and escalate the issue to concern team,and asked me to allow for the, to go through the process for ** hours, I waited for ** hours and agin I made a call they said again ** hours, again I waited and ** hours and finally they said someone will contact regarding the issue. I waited till now but replied through any modes of communication. That’s why I decided to go with a complaint.