Poor after sales service

I bought a Toshiba Canvio Advance external harddrive on 15-01-2024 and it’s wasn’t working. I returned it on the 22nd of Jan as per their return policy stated at the back of invoice

“ In terms of this return policy, we may consider replacing goods purchased with us within 14 calendar days from the date of purchase, subject to such goods being returned in their original condition and packaging. If, upon return, the goods are not in their original condition and packaging, a handling fee of 15% of the total purchase price of the goods will be charged. Proof of purchase (till slip) is required to honour any warranty, repairs or claims.”

They refused to refund me still, rather they took the drive and said to me that I’ll get feedback after 21 days.