Amazon India — False Replacement

I have ordered a toy to gift my new born daughter on 27.09.2024 (Order #[protected], the delivery was scheduled for 30.09.2024. It was very very sad situation for me that i got missing items in package and my day ruined. I informed the amazon support on the same day and a replacement order booked (Order #[protected].
As this order was scheduled to be delivered on 03.10.2024, I checked the status online on 05.10.2024 and found it showing as delivered on 03.10.2024. Immediately, I lodged a complaint to amazon support team on 05.10.2024 and they told me that their team will investigate and will supply my product by 06.10.2024 evening and I will also get a call from Amazon team regarding the delivery. Being Sunday on 06.10.2024 I waited but unfortunately till now neither I got a call from Amazon nor got my product.
On the website it is showing that only by today i am eligible for refund and now I am clue less what to do? Even now it is not possible to contact amazon support in this regards as i am not able to locate who to contact them telephonically or other way to contact,
Kindly Help Me to Get my Money Back and also penalize amazon for their this kind of action with a customer.
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