Sephora Cosmetics Private Limited - Delivered product damaged

I have ordered Natasha denona glam palette worth **** Rs from sephora India website (Sephora.in) and got delivery on **/*/**** in a damaged condition. As per their process I contacted the customer care(Sephora), on their assistance I dropped a mail with the necessary documents on the same day but haven't received any update till date(**/**/**). Even after calling them every single day. They keep on giving the reason that they have to receive approval from the team to initiate the return process. Initially they said this process is going to happen within **hrs but it's been ** long days and I haven't heard anything from them. Sad part is I have not even got a single reply on the mail I have dropped and no updates through any platform regarding the complaint I raised. Kindly resolve the issue