Livpure Private Limited - Refund not done

Inshort:
I rejected the prepaid order (Liv-Allura Premia model) at the doorstep, and Livpure has already received the returned product. However, Livpure is still withholding my payment and has not processed my refund despite multiple follow-ups via customercare@livpure.com. They keep closing my support tickets by citing a "no refund policy," even though the order has been returned and received by them. I am requesting a full refund for the order that I returned to Livpure.

In Detail:
I have been using a Livpure RO water purifier (Basic model) on a rental basis for the past one month at my home in Bangalore. At the time of availing the rental service, I paid a refundable security deposit of INR *,*** to Livpure.

As I was satisfied with the product, I decided to purchase Livpure's premium model, the Liv-Allura Premia. Before placing the order, I contacted Livpure Customer Care to understand the process of switching from the rental model to a purchased unit. I was informed that I could cancel my existing rental subscription and would receive a refund of my INR *,*** security deposit. Based on this assurance, I placed an online order for the Liv-Allura Premia on ** June **** and made the payment through ICICI Bank's *-month EMI option.

However, when I later contacted the Livpure Smart Rental team to cancel my rental subscription, I was informed for the first time that my rental plan had a *-month lock-in period. They stated that if I cancelled the rental before completing the lock-in period, my INR *,*** security deposit would not be refunded. This important condition was never disclosed to me before I placed the purchase order, despite my specifically enquiring about cancelling the rental service.

Since I did not want to lose my refundable deposit, I decided to continue using the rental RO purifier for the remaining two months, cancel it after the lock-in period, recover my deposit, and purchase the Liv-Allura Premia at a later date.

Accordingly, I emailed customercare@livpure.com requesting cancellation of my order and a refund of the amount paid. However, Livpure refused to cancel the order or process the refund. As a result, I rejected the delivery at my doorstep. The delivery partner, Delhivery, returned the Liv-Allura Premia unit to Livpure, and Livpure has acknowledged receipt of the returned product.

Despite having received the returned product, Livpure continues to withhold my payment and has refused to issue a refund, repeatedly citing a "no refund policy." They have also closed my support tickets despite multiple follow-ups.

I request that Livpure be directed to refund the full amount paid for the order, as the product was never accepted by me and has already been returned to and received by Livpure.