Nykaa - Nykaa rejected my return request of damaged products

I ordered two lipsticks from Nykaa, both premium brands. * MAC and * Charlette Tilbury lipstick that amounts to above **** rupees. When I received the parcel, I opened both and the Mac lipstick was completely uprooted from the container and the other one was also a little broken from the top(also, seems like it's not even original because it is smaller in size).
So I raised a return request but even after multiple calls from my end they kept canceling my return request saying that you have a high number of returns(which actually is * returns over a period of * years of being there customer). I have ordered over **+ items so far and makeup is a fragile thing so if it gets damaged in transit I am ofcourse going to return it. So they said since you have "high returns", we will not do anything now.
Okay so now my problem is, why did they claim in bold letters before I placed my order that the order was eligible for easy returns within ** days and even after giving them the complete proof they are canceling the return? If the case was "high returns" I was never sent an email/text/notification clarifying to me that any order I place will not be eligible for returns/exchanges. This is total fraud and playing with customer trust!!!
I am begging to please help me out because I literally saved * months to make this purchase but my trust is shattered so badly I don't even want to continue using Nykaa. Please help me out!