Purplle.com — Rejected return request

I have ordered a head and shoulder shampoo from purplle.com on 2 july 2023. When I received the parcel and opened it I found that lid of the bottle was broken and whenever I push the pump for shampoo, the shampoo from the broken part is leaking. When I raised return request on the App, they have rejected my request by giving policy excuses. When again I raised the request they again rejected it by giving same reason. I tried to contact them on email but received no response.This way I have tried all the way to reach them out . When 3rd time I raised return request, they then mailed me to provide some more pictures of the product on the App. I provided them the same . But next day they sms me that my request is rejected as the issue could not be verified. I don't understand what mechanism they use to verify the issue. Now I literally got frustrated due this. Just provide me my refund. I have paid 1090 which is a huge amount for me
Order ID 37386566