Reliance Digital — Neither Refunding nor replacing defective product

I was delivered a defective monitor and has requested for a replacement. After accepting the complaint, reliance initiated a return request with Ecom express. When the ecom express guy arrived, he refused to pickup the courier claiming the parcel is too expensive and the request was raised under “no check” i.e. the request was preapproved. I followed up with reliance digital customer care for 6 days to raise the request with another courier partner if possible or get in touch with ecom express. They didn’t do that and instead cancelled my return request silently even though I had shared everything via email and phone that i have not requested for any cancellation.
After chasing for 2 more days, the initiated the request with ecom express again and the same thing was repeated. They say to the customer that the product is too expensive and to reliance that the customer requested cancellation. It has been 10 days and neither my product has been replaced nor my money has been refunded. The customer support team from reliance is of no use, they give you a standard response claiming they are working on it. I had even suggested to drop of the return package to nearest reliance store and they can collect it from their. I also suggested to refund the money and can pick up the courier once they have sorted everything with ecom express. None of my suggestions were considered and I am struggling for justice.