Nykaa.com — Product not received not the refund

I had ordered a dress on 10th December, received on 13th n requested for the replacement on 14th and till Jan 4th 2022 didn't receive the dress. Everyday followed up with support but all they did was create tickets n when I ask what's the update their scripted line is give us 48-72hrs to resolve the issue and it's been 20 days now. I do not want the dress now all I want is my money back for spending huge amount on stupid dress and trusting this stupid Nykaa who doesn't give value to their customers nor make a genuine effort to resolve the issue. Attached the screenshot of the order Id. Never buy from this as support sucks to the core. Out of 890 complaints on nykaa only 57 is resolved. Wise one will understand!