Eureka Forbes — Refund not provided as per company guarantee/policy

Tumbleweed design / rajeev thakker customer id# [protected]. I have purchased astor ro+uv+mtds+alkaline machine for inr 17, 990/- (Transaction reference: pay_l23orkgju8qawd on january 9th 2023). After delivery of machine engineer said installation requires additional work that salesperson has not informed of. I refused and asked for exchange of machine. New machine given of lower value inr 14, 900/-. The difference amount could not be refunded back company informed they will provide credit for coming years amc. I rejected and asked for refund of difference. They said not possible. They suggested exchange of machine again. Lower value machine has been taken back and original machine not provided as of today february 8 2023. I have asked for refund multiple times since purchased and was told by salesperson anil pandey mob# +91 [protected] that refund cannot be issued. Eureka forbes has a 30 day money back guarantee. Machine was never opened or installed. It is not with me currently and with company. Why can refund be issued? Through latest complaint # cm[protected] made feb 8th 2023 i have requested a refund as resolution and they have said they are escalating. I have already spoken to senior customer care multiple times no resolution has been provided as of date. Unethical practice and fraudulent practices by company. Extremely poor redressal system for resolution of customer complaints. Request my refund immediately. Invoice below: