croma retail – No refund process initiated

I purchased a symphony Hicool smart room cooler on 16-mar-2016 from www.Cromaretail.com and received the order on 23-mar-2016. After having it used for 3 to 4 days I noticed that cooler started giving trouble and it is absolutely not working in relation to what all features were mentioned in the description over the website. I decided to place a return request as the company offers a 15 days return/replacement policy, but after waiting for so many days there is no heed from their end. The only response I received from their end is an email with service request BOS290316FS00005 given .I would appreciate if you could help me in resolving this matter.

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