ShopClues.com — mobile phone return request initiated and cancelled

I have ordered mobile phone from shopclues.com on 19/02/2018 but its quality is very bad. The battery does not charge and discharges even during charging with its own charger and different charger also. So l initiated return request but it is cancelled wrongly.. L unable to raise return request again. But i want to return the product and refund of my money back.
And they ended the case saying "we notice that you have now cancelled this request. Hence, we are closing this case at this stage."
How can they commit such a fraud! They have sold this product and it is still in return period (10 days) so they must address this problem and refund my money. But since 4 days have lapsed and there is no message from the company except "your reply to support request [xxxx] has been noted. We shall respond with an update within next 2 business days. We appreciate your patience in this regard."

Plz help me and solve the cancellation issue immediately and initiate my return request again asap as return period will lapse after 5 days.