Paytm Mobile Solutions — Refund not received for samsung monitor

Address:	201301
Website:	paytm.com

Sir,
Please help me to resolve the pending issue with PAYTM for refund/return claim.
Transaction details provided below.

Product purchase Date: - 1-APR-2017
Delivery Date: - 10-APR-2017
Return Request Date: - 12-APR-2017 (2 days after delivery)

(Defined Return Policy :- “Seller will accept returns within 7 days from date of delivery of the item only in case of damaged, defective or wrong products received”)

Order No :- [protected]
Order Total :- Rs. 37089
Product:- Samsung LU28E590DS/XL 71.12 cm (28 inch) LED Monitor

nature of defect:-

i) after 2-3 hours running colour get changed automatically (some reddish, greenish tone), sometimes brightness/ light also fluctuate.

Note:- this behaviour is inconsistent and cannot be predicted when it will occur

ii) Sound from the audio jack behind the panel is not audible and indistinct, suspecting some hardware issue of sound port of monitor

iii) Brightness/intensity of light drop to some extent just with 2 days o[censored]se!!!

It has already been passed 4 days after claiming the Return request of the product but there is no update or intimation from PAYTM.
Every time when I tried to contact them, their only reply is “We are working on it”.

Moreover they actually deviate from their defined hassle free return policy.
They harassing me by claiming some document snapshots which was actually not defined anywhere in return policy like:-

1) Id proof (pan card, driving license, aadhar card etc.)
2) Snapshots of Product with visible IMEI / Serial No. :-
3) Snapshots of outer and inner package with visible Serial/Barcode number:-

However all these documents snapshot I already forwarded to them after claiming return/refund request.
I also attached some snapshots of the product below for your reference:-

Model:- U28E590D
Model Code:- LU28E590DS/XL
Serial No:- 0MT9HTPH800023
Version:- KS07
Bar Code:[protected]

PAYTM customer care professionals not saying explicitly but from the tone of their executives I figured out they are reluctant to pick up the return as the product is little bit of higher cost (which is absolutely deviation from their return policy).

Also I came to know another wrong return policy of them.
As per RBI rule when any cancellation of product done, entire transaction amount should be reversed to the original payment mode (like credit card, net banking etc.).
From paytm executives I came to know if paytm reverse the transaction entire amount will came to its wallet (not bank), of which 30089 can be sent to the bank, but 7000 rs will be blocked by paytm to its wallet (As the purchased product came with 7000 Rs. cashback offer).
But when anyone cancel transaction entire amount should be reversed to the transaction payment mode/bank, but this amount blocking is against the RBI rule.

Order Total :- Rs. 37089
Cashback to Paytm wallet :- Rs. 7000

I am at a loss.
At the time of purchase I already confirmed from paytm that if any defect found, my area code comes under reverse pickup by paytm.
Please follow-up paytm to initiate reverse pickup process of the product and help me to receive my refund.

Regards,
Saumya Dey