Meesho — Missing Product with denying refund

This is in reference to

Order ID:[protected]
AWB : [protected]

My parents have ordered 3 bedsheet from the meesho website but when the order delivered they received only 2 bedsheet. They raised the complaint for the same but customer care executive was not helping with the same issue.

After getting frustrated from the customer service they have returned the entire order but still we didn't receive the refund for the missing items.

When I checked with the customer care executive they are telling me that since my return request are high they can't processed my refund.

Could you please redirect me to the policy where the same has been mentioned. Just because someone has returned the product in the past they are not entitled to receive the refund for missing product