Brand Factory — Product not delivered after 12 days of placing order

Website:

www.brandfactoryonline.com

I did placed order in Brand Factory online with 'ORDER ID: 753241', as per their policy the product has to be delivered within 7 days of placing order. now it has been 12 days after placing order and it has not yet delivered. On 4th August i placed order from www.brandfactoryonline.com, they wont give Cash on delivery so i paid them 4999/- amount via online payment mode. When i track id it says it has reached the destination and out for delivery from 4 days. I am not getting any calls from the delivery agent.
Brand Factory is sending sms from 4 days:
Your BRANDFACTORYONLINE.COM order number 753241 is out for delivery today. Please be available at your address to receive the package.
Also their delivery partner is also sending sms:
[#] xxxxxxx is the OTP for accessing your Delhivery account - Delhivery.
When the order is out for delivery why i am not getting any calls from their delivery partners, also when reached Brand Factory customer care executive they are telling they don't communicate with their delivery agent and they promised it will get deliver by 24 hrs after raising the complain on 11 August. Its wilful default from the Delhivery agent and Brand Factory unable to trace them. Also there is no option to cancel the order if its not getting delivered. I have already paid 4999/- on 4th August and part of Brand Factory and their delivery partner Delhivery not doing their part. How do i get the refund and due to their negligence i dont want to lose 4999/- my hard earned money.

Concerned people take a look on this.