Nykaa.com — They rejected my return request even tho I provide everything they needed

Order id : NYK[protected]
They are rejecting my return request I received used product product appeared to be used as black spots on outer packaging why i will use used product such unhygienic and they are now rejecting it this is just not done please help me out
Email : [protected]@gmail.com
Contact no : [protected]
Please help me out