Consumer Redressal

I ordered a Khaitan Room Heater- Halogen 1117K, order no: 960711389, on 18th December, 2014. It was ordered for my parents in Nainital, Uttaranchal. They received it in a damaged condition and on informing the customer care of HomeShop18, I was told to courier it back. My parents couriered it to them which involved a cost of RS 900. The company received the courier on 31st December, 2014 via DTDC courier no: D20174813. I then asked for a replacement. Ever since I have received no reply from them. Whenever I call at the call center, the say :- "We will get back to you" and whenever I raise a ticket on their website, they close the same asking me to be patient. It is ridiculous and very painful for my parents. I want a refund now , please help me getting the same. Homeshop18 is doing a shitty job at the name of customer service. Please help me get my money back. Anticipating a positive reply from your side : Preksha