Lulu Sky - Request for refund denied

I placed an order for multiple products and received some of them early. I did not receive any shipping information via email or text messages. Even when the delivery partner came to deliver the products, I did not receive a call in advance or messages regarding the delivery. I received messages from Bluedart (courier partner) after the products were delivered.

The status of the order had not been updated on the lulu and sky app until **th August. I reached out through chat and tried to raise a return request but I received the same response about the delivery status not being updated as yet.

I called them on **th August raising the same concern and asking for a return request to be raised. The executive said the status of the delivery was updated on *th August which is a complete lie. I have been checking the app every day since I received the products but it was still reflecting as pending.
The support team says that I did not reach out to them within the * day return period to inform them about the delivery of the products or the technical issues so the return is not possible.
I agree that I didn't send an email but I did reach out via chat. Now they're blaming me for this.
This is completely unacceptable!