Amazon India — Sent damaged product band disagreeing for replacement

I have ordered Mi Laptop worth Rs.54, 990 on 27th july 2022 in exchange with my old laptop for Rs.19, 100 in which Rs.10, 000 is a exchange promotion.
i have received the product on 31st July 2022 and on checking the product, i found some scratches on laptop and piercing on the amazon packaging and laptop packaging. After contacting with Amazon customer care service team on the same issue, they have accepted for the replacement and scheduled for replacement.
Yesterday(04 Aug 2022), The logistic partner contacted me for exchange, and while i am speaking to him, he disconnected the call and cancelled the replacement.
so again i contacted Amazon customer service for rescheduling the replacement. when contacted for the replacement, they disagreed for replacement and are trying to convince me for return of product for return.
if i accepted for return, i can get only Rs.9, 100 as refund where as exchange promotion wont be received as refund as per Amazon terms & Conditions.
I request for a replacement of product or else a refund of whole amount including exchange promotion value.