Online shopping site is not delivering prepaid order and won't refund?

I made a prepaid order of ₹15,000 on a popular e-commerce website two months ago, but still haven't received the product. Every time I contact customer support, they just say it's 'in transit'. I've requested a refund multiple times, but they deny it without a clear reason. This is causing me a lot of stress since I need that money back. What legal options do I have under consumer protection laws in India to either get my money back or ensure the product is delivered soon?