[Resolved]  Flipkart — Denied replacement of an incomplete order citing that the items were non-returnable

I purchased a set of masks from Flipkart which was supposed to contain 4 masks. I received it in just the brand packaging completely covered with tape. When I removed the tape I realized the seal was broken and there were only 3 masks instead of 4. I contacted the customer support and they approved a replacement for the product. After the replacement got delayed by a few times it was cancelled citing that the product was non-returnable. I again contacted the customer support where they asked me to mail the customer care. I did that twice and I did not get any proper response from them, only the issue was marked as resolved and it has been almost a week. Does this simply mean that the seller can just send any defective/damaged or incomplete product and cite their no-returns policy without being held accountable? I am not even sure if I will be willing to buy any non-returnable item from Flipkart again fearing being sent incomplete products. Moreover, I was not even asking for returns I just wanted a replacement so that I just get what I paid for. Also, I do not understand how the support team can be so ignorant about it. How can they not know about the seller's policies and approve a replacement only for it to be cancelled later? This is not even only about the product anymore its about the pathetic service and hassle we have to face sometimes.