Do not buy accessories from Dreame website

Had a horrible customer service experience. I ordered accessories for my Dreame L10s ultra vaccum cleaner, and recieved the package with missing parts. The main brush which is the most expensive accessories of all and two mop pads were missing. When raised query reg the same, they just lied upfront saying the refund is initiated for the missing parts and assured it will be closed quickly. Days went by and got no refund.
Reached out to them again and after hearing the same story of getting things resolved within next 24hrs for couple of times, recieved a call from them just to hear that we'll not be getting the refund. And the reason goes by:
1. We expect the customer to take an unpacking video
2. We expect the customer to weigh the package before unpacking

Solution given by them :
    Order a new set of accesories

When they asked for an unpacking video, I asked them a packing video from their side. For which they said, they don't have one. So here are my questions to them:
       1. If you expect your customer to take an unpacking video, then shouldn't you have a packing video to show that you have packed all the items ?
       2. How come the refund was initiated and was assured that it'll be recieved within 24 hrs, if you had all these expectations? (This only shows that you tried fooling your customer)