Used products received, @PaytmMall @Paytm @timesofindia @MumbaiMirror patymmall is selling used prod

@PaytmMall @Paytm @timesofindia @MumbaiMirror patymmall is selling used products on their online portal. I had ordered a laptop worth Rs. 15970/- and also its extended warranty worth Rs. 799/-, on 16/11/2018, with expected date of delivery as 21/11/2018 (both were prepaid order and order screenshot is attached). On 21st I received an order update that my order is been cancelled by the merchant and refund of only laptop was initiated, refund of extended warranty was still left. I called up paytmmall helpline for details, after few attempts my call was connected, I had a word with their executive Mr. Guddu, he was too arrogant, so i asked him to transfer my call to their senior person, waiting for 20 odd minutes my call was transferred to Mr. Manish, I had a word about cancelling order without my consent, refund of extended warranty policy and refund of total amount. He assured me that the full refund amount will be initiated soon. Also he asked me to reorder laptop and assured me that it will not get cancelled and will be delivered on time. On his assurance I reordered laptop on 21/11/2018 paying Rs. 15970/- (order details attached). On 22/11/18 i received that order, I opened the parcel and was shocked seeing the box itself, box was damaged, its seal was tempered, its label was damaged, when opened box, it was containing a second hand laptop and even its charger was missing. I called up the merchant Mr Vasant. Of SUNSTAR INFOTECH.(as per details mentioned on box) When i asked about sending such product, he replied “charger bhul gaye rahege, 4-5 baar laptop return aya hai isiliye box damaged hai aur laptop bhi use kiya hua lagg taha hai, aap ek kaam karo laptop return karr do”
Not satisfied with his answer, I again called patymmall on 23/11/2018.
After few attempts my call was connected, not satisfied with the executive, i asked him to transfer call to their senior, waiting for 20 mins, I had a word with their floor senior Ms. Surabhi, for this type of product she just said that we can understand your concern and we will penalize the merchant, your return is been initiated and we will refund back your amount it will take 14 working days excluding Saturday Sunday and bank holidays.
My concern is about the mental trauma a consumer faces due to prepaid orders,
I have paid 15970/- + 799/- on 16/11/18
Again 15970/- on 21/11/18.
but have to wait for 15-20 days to get my money back.
What about the time been wasted on talking to their executives, waiting for hours to get the call connected, wasting energy in talking and complaining.

This is the service paytm and paytmmall provides to their costumer?