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Payment taken for missing product. No refund proceesed for Order

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Hi, I had bought three items from Nyka. One product was missing and i requested for refund. I am an NRI. After ii left, i received no intimation from Nyka on any additional information needed to process refund. After a month, I am told that the time has lapsed and no refund is possible.

Why should customer pay for items not received?

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