PharmEasy — refusing refund for medicines not delivered

I got a medicine delivery from pharmeasy on saturday 5th october in the evening. I was busy over the weekend and did not open the delivered packet till monday 7th october. When i checked the contents i found one of the medicines worth almost rs 2000 missing from the packet. I called pharmeasy immediately and the representative agreed to refund the amount of the missing medicines to the app wallet. There was no refund so i called again on thursday 10th october and this time the representative tell me that the refund cannot be refunded since the missing medicines were not reported within 24 hours and it the company policy that such complaints will be entertained only in 24 hours. This is ridiculous - amounts to cheating and robbery. The product is not delivered and i should get my money back. Order #12473416