Ghar Soaps - Missing item in order received

I had ordered for a soap and exfoliating gloves from https://www.gharsoaps.shop/ but i received only one of those items. When i discussed on chat about the same they just asked me to send email along with images. The website also mentioned the same. I did the needful and sent an email along with the image immediately. They checked my email a day later and asked me to send unboxing video. Now how can I shoot an unboxing video a day later? Still I sent a video showing the missing product. They said you have to send unboxing video and rejected my request to send the missing product or offer a refund