Zepto — Broken lipstick

On 28 February 2025, I placed an order for two lipsticks, Blue Heaven and Sugar Pop, from Zepto. However, when I received the order, I was shocked to find that the Blue Heaven lipstick was broken and melted. The product was clearly damaged during shipping.

I immediately initiated the return process, but to my surprise, Zepto cancelled my return request, stating that the product is "open" and cannot be returned. I am confused as to how I can inspect the product without opening the packaging. It is unreasonable to expect me to know about the damage without opening the package.