Nykaa — return

I am disappointed with nykaa so much that i am never purchasing anything from it again. I have been nykaa's loyal customer and a very easy going customer at that, to the point that i hardly returned anything. I believe that the easiness to return purchases is what keeps the online industry thriving as sometimes you do not get the complete picture online and once you actually see the product and do not like it then you can easily return it. I recently placed an order on nykaa for hair extensions and colorbar lip liner and when i received it it didn't fit me on my head and the lip liner was of a different color. I immediately logged in for a refund with the pictures of the product and to my surprise they claimed that the product is used! How will i know whether the hair extension fits my head without trying once? And the extensions are brand new in their original packaging. Furthermore, they gave me no response for why they were not taking back the lip liner. I am buying cosmetics since ages and i am not going to ask for a refund after trying a lip liner! I told them the products are fresh and new but either they take ages to respond or if they do they just say they can't refund. I have wasted the money as i can't use the products and can't return them too! But i feel it's highly unfair what they have done!