Apollo Pharmacy — Inappropriate resolution leading to consumer loss

Hi,
I was detected with covid and as i was having difficulty breathing, i took online doctor consultation and was adviced to immediately check my oxygen levels on 26th April 2023.

As apollo 247 app has 2 hour express delivery, i ordered for a oxymeter. once it was delivered, i opened the product which came with a set of batteries, and tried switching it on.
It dint work and I immediately contacted their constomer support.
During the call, I asked for a quick resolution by asking for a replacement. However the executive said that will not be possible.
After explaining that I urgently needed the oxymeter, the executive advised me to order another oxymeter as the return and refund process would take time.

So i ordered another oxymeter form their app itself. This time i received a working oxymeter.

The executive had already started the mail thread where i was asked to share the pictures of the damaged item.
And i did as requested.
In the afternoon today, i received a messaged stating that 150rs was initiated as a refund for the damaged item which was worth 750rs.
So i called the customer care again to raise this concern.

I was told in that call that the rest of the amount will be refunded once the item is picked up from my place and i said ok.

Post that call, I receive a call from them saying, they will only replace the item now and refund is not an option !! I said then why was i misdirected yesterday to buy a new one?

When i reverted back on the email saying please look into the call recording where i was told clearly that i should buy a new product and replacement cannot be done. The team reverted saying, they cannot take it back because the damged item is used !!
I asked them how can an item that doesnt work be used ? And why cant i be refund for the time and inconvenience that i had to face ?

I would request you to please help me with this situation as i have had to buy 2 oxymeter due to their inappropriate solution system.

Please help me
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    Apollo Pharmacy Phone
    +91 40 6060 2424
    Apollo Pharmacy Address
    No.96, Rabiammal Ahamed Maidden Building, 2nd Floor, Greams Road, Thousand Lights, Chennai, Tamil Nadu, India - 600006
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