Chocolate Bazar - Refund not made

Suffer from lactose intolerance. Did a search for Nestle Coffeemate. Chocolate Bazar came on top of the search - they also had the best price. Bunched together a few other items and placed an order on August **, **** for Rs ****. When nothing arrived I got alarmed and started sending reminders. I also tried contacting them but none of their contacts worked and their e-mail replies were very short, sketchy and suspicious. My daughter did a web search and found many complaints against Chocolate Bazar with unfulfilled orders, mobile number switched off etc - similar to our experience. What is most surprising is that PayUmoney - which is the sole payment gateway is closing our tickets and is not reversing the transaction in spite of proving that the orders are unfulfilled without justification. Till today their website is showing that the payment of Rs **** has been received and that the order is unfulfilled and neither Chocolate Bazar nor PauUmoney is taking responsibility of replaying the money. The full history of my communications is attached.