Naaptol Online Shopping — Complaint against 3D bedsheets

Address:

Mumbai City, Maharashtra, 400053

We had ordered 3D bedsheets (5 nos.). The first time we received, we found that the pillow covers did not have the 3D prints as shown on tv, as a result the overall look is missing. I complained on their helpline, got a call back apolising for the shortcoming and promised to arrange for replacement with 3D prints on pillow covers.
We were disappointed to receive the product the second time, in fact whatever prints were in the first set are missing in this set of pillow covers.

At the time of placing the order, I was told in case of dissatisfaction, they have a customer friendly replacement and even refund policy. Now when I placed the complaint, I am told I can expect a call back but money cannot be refunded.
How is that when they promise to refund when contacted to place orders? How can they go back on their words?

I had not asked for refund initially as I desired to get a replacement but as they cannot provide the prints as promised, I want refund from them.

Regards,
Soma Chowdhury