Snapdeal.com — Delivered defective product and not refunded my payment

Address:	Ahmedabad, Gujarat, 380013
Website:	Snapdeal.com

My mother bought a mirror from Elegant Arts and frames through Snapdeal with the order number:[protected] which was delivered at her place on 3rd Nov in a broken state. I filed for a refund on 3rd Nov itself. I was told to wait for 48 hours and the product would be picked from my place, on the 6th day after the complaint was registered, a courier man came to collect it and said that the product was too big and he would send a tempo to collect it. We received a message on the next day saying that the product has to be couriered manually by us but my mother is a 50 year old lady living alone so it wasn't feasible for her to send it back. Thus, we called the customer care and requested to send someone to take the product back. They asked us to wait for another 48 hours, since then my mother has been waiting for them sometimes 48 hours, sometimes 72 hours as whenever we call them its the same statement that is shared with us. Today is 30th Nov and still neither the amount got refunded to my account nor the product has been taken from my place. Please help us to take an action against them.