Amazon India - Packged not delivered and money not refunded

I purchased a refrigerator from www.amazon.in on *nd October,**** in exchange .Order Id -***-*******-*******.Total amount -**,***.**.Schedule delivery date was -*th October ****.On *rd October the product dispatched and on *rd October night www.amazon.in updated the website as "Package will be returned to the seller , the recipient didn't accept it " which is a complete lie since all of us was available at home .We didnot get any call from Amazon courier person.
When I called the customer service they said the product is damaged in transit and they cannot help and ask me to order the same product again during sale on **th October (not remembering the exact date)without refunding any money.Customer service is unwilling to respond and even blo cked the call is option from.my amazon application..When I am trying to reavh them they replying with they cannot help.Firstly they updated with misleading information in their website as "recipient not reachable" and now amazon is not refunding back my money which I have already paid for the refrigerator.Customer service also harassing me whenever I am calling them saying that they cannot do anything since they have not got the product returned yet .Moreover cloud tail retail is in Bangalore and they can deliver in one day so when the scheduled time is *th October not sure on *rd October why their product got damaged .
Please note same incident happened with one of my friend couple of mo ths back when he tried to buy phone in amazon exchange policy