Nykaa.com — product goes missing and refund not given

Address: 104 Vasan Udyog Bhavan, Sun Mills Compound, Lower Parel Mumbai India - 400013, Mumbai City, Maharashtra, 560043

I purchased a few products from nykaa on 22nd of feb, and the order god shipped and was out for delivery on 26th feb but it has never reached me. When i checked with nykaa customer care, they said the courier needed additional phone number which i provided but even after that it never reached me. Since the order was prepaid, i claimed for a refund on 2nd of march but these people asked me to hold on for 24-48 hrs for the order to return but that also did not happen and they did not initiate refund. From then onwards, i have been calling nykaa customer services after every 48hrs and each time they keep asking for the same lead time. The order is worth rs 369 only but still why do i need to bear a single penny for the incapability of these people. They were the ones who failed to deliver. It seems these people are big time cheats and need proper punishment for ill-handling their customers.