The Shell Hair - Refund Denial for Hair Wig

I ordered a premium *X* hair topper from The Shell Hair priced at Rs. **,***. Upon receiving the product and trying it on, I found that it did not fit me well and did not serve its intended purpose. The hair topper did not blend naturally with my look—it appeared overly voluminous and clearly gave the impression of a wig, which was not suitable for me, especially as a senior citizen seeking a more natural appearance.
When I reached out to request a refund, my request was denied. I then proposed an alternative: that I purchase a different product—ideally of a lower value—and receive a partial refund for the difference. In response, I was informed that I could choose another hair topper priced lower than my original purchase, and that a partial refund would be initiated accordingly. However, I was also told that once this exchange was processed, no further exchanges or refunds would be allowed, even if the new item turned out to be unsuitable.
My concern, which I also communicated, is that if the premium topper didn’t suit me, there is a strong chance that a lower-priced topper would also not be fit for purpose—resulting in further financial loss and another unused product.
Eventually, I used the store credit to purchase hair patches priced at Rs. ***, and received a confirmation email stating that my order was being processed. However, I was later informed that they would not be able to assist me further, claiming I was supposed to order a topper—not patches. Since then, I have received no response to my messages.