Organicshop.in - Package not delivered

I haven't yet received my order that I placed on Organicshop.in on May**st. Tracking number shows that order was delivered to hyderabad hub on June *th but there is no update since then. There is only one customer care representative working for organicshop.in and they answer the call after calling multiple times. She doesn't speak proper english and spoke very rudely. She also refused to transfer my call to senior executives and disconnected my call while I am still speaking, this happened multiple times. She is reluctant to cancel my order and refund the amount outright, saying that she will refund only after the product is returned back to them. How am I responsible for returning a product which I haven't yet received? The ordered product is too important to me as I have to use it for medicinal reasons. I also called and emailed the company directors(from phone numbers and emails I found on https://rocketreach.co), but they are not answering the calls and replying to emails.