Club Factory — damaged product along with delay in refund

Address:

#56 1st main 1st cross sagar calony, Devarachikkanahalli road IIMB post, 560076

Hi I have ordered for a cap and I have received a damaged one and same day I applied for return and it's been handled over to the pickup person and it's been 15 days and no refund is initiated when cald customer service they say they can't help me regarding this and they is a problem in courier company and them so they didn't receive the product and they also have my order number and other details so my question is why should we trust club factory and make payment before we receive a product and whey don't they trust customer, it's not customer problem when they have all the details about product returning they should initiate refund and this policy should be customer and company Friendly not completely company friendly