Nykaa — failed transaction and no refund

I made a purchase of 1825 using my hdfc debit card and below is the money deducted message from hdfc!

Alert:you've spent rs.1825.00 via debit card xx9552 at nykaa e-retail pri on[protected]:13:22:44. Avl bal rs.12217.13. Not you? Call [protected]

However, my order is not displayed in ‘my orders’ page! Upon reaching out to help via chat, they are saying their servers are down and hence ordered is not placed!
And they can’t refund the money as money is not with them!

What kind of scam is this? When money is deducted and confirmation message is sent by bank why not refund it!

Note: since the products i need is of my imminent need, i made another purchase from the same retailer but this time it is via upi and transaction is successful and order is placed. I don’t want delivery of items for my first order as i already placed one more! I need 1825 inr to be refunded