Nykaa beauty - Wrong product delivered

I have placed an order through Nykaa . The product is Mac foundation NC ** . Order ID: NYK-*********-*******. Upon receiving the package, I discovered that the product delivered was of a different shade NC **. I immediately initiated a return request and submitted all required photographs clearly showing the discrepancy. However, to my surprise, the return request was cancelled without a proper explanation.

When I contacted customer support, I was repeatedly told that the correct product had been shipped—this response appeared to follow a scripted format and did not address the specific issue I raised.

I have also escalated the same issue to grievance office he first called me and asked me to wait for ** hours and after after the given time he is also sending the same scripted emails.