Koovs.com / Marble E-Retail — Order not delivered yet

Address:	vedganga bunglow , tarabai park, indumati rd
Website:	koovs

I had ordered a dress from koovs and I had pre paid for that order... my order no. is : 7827687.. I waited for many days...the order is stuck on "packed" status for many days.. and I had mailed them asking for the order delay...
They responded me with " We apologize for the inconvenience and the bad experience you had with us.
Further, we would like to inform you that your order '7827687' has been returned (RTO) by the courier service provider and thus has been cancelled. We are extremely sorry for the inconvenience caused.
Please accept our sincere apologies and give us a chance to meet your expectations next time."

I was not informed or involved in any of this action taken for my order.. and no response after i mailed them to ask about my refund.. This is scam.. please resolve my issue.. and I request for a refund in my bank account. I dnt want refund in koovs wallet. because i dnt want to shop from koovs anymore. i dnt trust that site.

dates of incident:
order date: 31st May 2021
payment mode : online
amount paid : Rs. 1530/-
complaint mail sent to koovs email date: 5th June 2021