Nykaa.com — Refund not getting generated

It’s been over a month that i have placed an order on Nykaa. I placed it on 12th april and was getting it delivered by 16th april. But i didn’t get any order or any call from delivery partner but i was getting automated calls from
Nykaa’s end that delivery’s attempted and will be re-attempted. Till date i haven’t got order or refund. I have placed several mails to them for refund and several calls too. If there was any hurdle of pandemic, it would have been listed then and i was getting order from nykaa after placing this order too and also that delivery partner was delivering orders at same address thereafter too. They are saying we will only generate refund when order will get back to warehouse but is it the customer’s problem? Why am i not getting a refund when the problem is from the delivery partner’s side? Why are they not held liable for this? Why am i suffering because of it?