Amazon - Item not delivered but shows delivered and Amazon stating it s non returnable and have contacted wit

I ordered * kg dawat brown rice for my parents and a few other times. After, placing Amazon mentioned millet noodles and rice is in one package. But unfortunately, my parents called me on the *th day of delivery and mentioned they never got the rice. I called Amazon to state this and they are defending saying it's a non returnable item and should have called on the *th which is a day before I called. I then asked where does it say in description that for non returnable items I should call within * days for missing items. It only says" For a Damaged, Defective, Wrong or expired item, you can request a refund or replacement within * days of delivery". They then said it is mentioned where it states about missing parts, which is for items which has missing parts. NOT missing item in a package. This is the description mentioned"Applicable products are returnable within the applicable return window if you've received them in a condition that is physically damaged, has missing parts or accessories, defective or different from their description on the product detail page on Amazon.in."
They made a total fool out of me for * hours on call and denied the refund. For an item worth ***+ they didn't ensure to deliver with an OTP but mentioned in delivery that it's handed to resident.
I need this refund for sure because they gave me a really hard time. They didn't even care to locate and call the delivery person and made me very uncomfortable in the call with inaccurate and untrue policies to convince me forcefully. Plese help!