Business ProfileforScent Split

I purchased an item from the merchant. The package was delivered to me empty. My over $200 perfume that was purchased was not included inside the package. I paid Extra for package protection, through the merchant ScentSplit, in the event that my package was lost, stolen or damaged. Well I reached Out to the merchant for my money back as this item was purchased as a birthday gift for someone and being that the package was empty, I had Nothing to gift the birthday girl. I informed the merchant that I received an empty package to which they responded that is improbable and due to the improbability of that occurring, they are refusing to provide a refund. I informed them that regardless of the improbability, the fact of the matter is that it happened. Not only did it happen, but I paid For package protection that should cover this incident. It does not cover “probable” instances only. It covers any items lost, stolen or damaged. The merchant, Scent Split is refusing to provide a refund for an item A paid for but did not receive. This is fraudulent to withhold my money without providing the service or product paid for. I am Demanding my money back.