Snapdeal.com — Order not received and money not refunded

Address:

Ernakulam, Kerala

I ordered a product from http://www.snapdeal.com on 6th Oct 2014 ([protected]). As per their Trustpay policy if an order is not delivered in 10 days after shipped they will provide 100% refund. This order was shipped on 7th Oct 2014 and I have not received it yet. Tracking information at courier website is showing RTO. When I request for refund, customer service is taking complaints but no further action is being taken on the complaints. Please help to get my money back