Bad customer service and selling expired products

If I could give them 0 I would. Firstly I ordered 2 Nivea serums in March and they sent me my products on 02 April 2026, one serum expired in October 2025 that’s over 5 months after the expiration date, that’s not even a mistake it’s negligence and a serious health hazard to sell expired skin products especially because I have sensitive skin. I asked for an exchange and waited 10 days with no response and when I reached out they told me the product was not available, maybe I was supposed to sense that they didn’t have the product since they didn’t communicate. Then I asked for a refund and waited more than the 10-14 days of their policy and still nothing and they told me I didn’t ask for a refund, what level of incompetence is this?. What is so hard about sending a refund for a product that they were at fault in selling it without following proper procedures before distributing it? Who sells an expired product and give run arounds about a refund? I’m disappointed. This violates the Consumer Protection Act by the way.