Nykaa.com — selling fake products - company refuses to take action after submitting required documents

Address:	New Delhi, Delhi, 110020
Website:	www.nykaa.com

Order no:[protected]
Amount paid: inr ₹4972
Order receipt date: 12/11/2018
Product name: isopure zero carb protein powder (Strawberries & cream)

Nykaa procured this product from a local seller and "not from brand directly". The product received was *fake, the seal was broken open and the product had deposited on the rim of the jar.*

The images of the same had been shared with nykaa - on their request twice. The same had been acknowledged by team a way forward had been suggested on call - refund (Because the product is from third-party) as replacement might become a conflicted situation.

On verbal communication, the team disclosed that this product is from a local seller and "not directly from the brand" contrary to what has been advertised by nykaa - the same is nowhere stated by nykaa's website, though is does hold a disclaimer that thr product is not returnable.

However, nykaa also claims to sell genuine products, had delivered a product in *questionable condition and of questionable quality.*

Post 3 days of waiting, i team member "mr. Abbas" states that the images and receipt of the product is inconclusive and that there would not be any refund/replacement and that the team would not be able to help me out further.

M looking for a complete refund/ certification of authenticity of the product from the product brand itself

Thanks,
Chandna tandon