Dell India — damaged dell laptop dell inspiron 14 5490 delivered and no resolution

Address:

Dell India Pvt India Limited, Divyasree Greens, Ground Floor, 12/1, 12/2A, 13/1A, Challaghatta Village, Pin Code-560071, Bangalore

Laptop purchased on 24/07/2020 through dell.in official website.
Laptop received on 29/07/2020, 7 p. M via blue dart services
Defective laptop received with light leakage on top left corner of the screen which is visible even in daylight. Images of the defective model attached herewith.
Laptop complaint filed with dell india on 30/07/2020. Dell company did not agree for a full replacement or a refund.
Dell company policy states that a product purchased via its official website is eligible for a full refund within 15 days from the date of delivery. Policy document attached herewith this complaint.
After multiple calls to the customer care and email to the service team. The company did not agree for a replacement and refund.
On 06/08/2020, after much complaints, the company agreed for a full unit replacement.
No communication after that either over emails or calls. Did not receive a follow-up either. Customer care did not take calls or there were call drops.
Email from dell on 11/08/2020: the company asked for shipping details for replacement. It was stated that the replacement time is 40 days as would be counted from 06/08/2020.
No communication after that with the company again and no follow-up either.
On 24/08/2020: received an email from the company stating they do not have the same model available and hence, would like to offer a refund. I agreed to the same on 24/08/2020.
There has been no follow-up after that.

As of date: 12/09/2020 (35 days since the defective laptop has been delivered)
1) the defective piece/laptop has not been picked up by the company, with no information about a pick-up date or time either.
2) no details about the refund have been stated nor a deadline about when the refund would be made.
3) poor response from customer care with either the executives been clueless about the solutions or the multiple call drops with no call backs from the company.