Philips Home Appliances India - Free gift missing after replacement despite following instructions and providing proof

I purchased a Philips Airfryer through the official Philips India website which included a free Sandwich Maker as part of the offer. The first unit delivered to me was used, so I requested a replacement.

During the replacement initiation call, the Philips customer support team clearly instructed me to return both the Airfryer and the free gift together, otherwise the replacement would be rejected. I followed these instructions exactly and returned both items in a single package, which I also photographed before handing over to the pickup agent.

Despite this, after receiving my returned package, the Philips warehouse team is now claiming that the free gift was not received. This is incorrect, as I have already provided photographic evidence showing both units packed together. I also have a recorded call where the Philips support agent confirms that both items must be returned during replacement.

I have contacted customer care multiple times, but I keep receiving the same generic response that the warehouse “checked multiple times”. They have not provided any proof such as warehouse logs, intake reports, or CCTV evidence to support their claim. In one of the calls, the customer support agent disconnected the call without resolving my concern.

This issue has caused mental stress, repeated follow-ups, and financial loss because I returned both products exactly as instructed yet I am being denied the free gift that was part of the original purchase.

I am seeking immediate resolution in the form of:

Delivery of the missing Sandwich Maker, or

Full return and replacement of my entire order, or

A refund if Philips is unable to fulfill the offer as advertised.

I am attaching photographic and audio evidence as required.