Snapdeal.com — l'oreal professional absolut repair lipidium shampoo 250ml + conditioner 200ml

I received a fake/duplicate item. The smell of the shampoo which i received was awful. I regularly use loreal and i know the difference.

And i requested for a return and refund.

But the return request was closed mentioning that there was no complete address. While snapdeal can deliver the product to the same address with the same details, why can't snapdeal pick up a return from the same address?

I do regular online shopping in other sites. Never received fakes. Atleast why can't they take the return and refund the money?