Not showing clearly refund and replacement policy. Review on Amazon

I purchased a Tata Sky remote from Amazon. It was mentioned for return while I purchased. I discovered that the remote was defective. It was unbelievable for me. I opened the application and website. It was written to replace the product but I wanted a refund. I phoned customer service before. I was told to wait for 2 minutes for checking my order. I waited for 8 minutes. I said hello few times. There was no response. I ended the phone. I noticed that they cancelled my return by themselves. A number I got from them was of a courier. My phone's battery was low and I left the phone for charging. I got call from them few times. When I called back. A computer was asking my password for replacement. I did not got any type of password from Amazon. Seller name is RY Retails. Amazon says that I have refused to replace the product. I did not did anything. I cancelled the replacement to make the replacement again but there was no option. Also there was no option to cancel the return and make the return again. I chatted with Amazon and got a refund to Amazon and not my bank account.