khushi handbags - wrong product delivery and no refund

I have ordered a handbag from instagram shopping page known as khushi.handbags - https://instagram.com/khushi.handbags_?utm_medium=copy_link . I have ordered a bag with a animal print scarf in it. they had send the order very soon but due to some reasons it went back to them. i had asked them to cancel the order and give me refund as said by them also that they will refund it. but ignoring my messages they had again sent the bag and a with a different scarf and was a bit damaged. When I asked for refund they said it wont be claimed as you havent made any opening video of it. Very poor service and way of talking of the page owner. The bag costs ***/- I dont want that many other users gets scammed by their services. they have so many bags but the page have reviews of very few which can make out how they are providing services.