Amazon.in - Refund is denied although I followed the procedure the customer care person said

I ordered a product which was delivered to me in * days was not working. I had to go out of town so I asked for refund. I was told to place a replacement and then deny the product when new product gets delivered. The delivery agent refused to accept the denial of product today coz he was aaaigned the duty of exchange so he had to deliver the product to me. He asked to place the return. when I contacted the customer care I was told that the refund cannot be given. Only replacement is allowed.
I have a screenshot where I was told to place replacement and deny the product at time of replacement delivery.

Please help.

Thanks
Animesh
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