Yes, you can bring an action against the online website.
Cases where transaction is of less than 20 lakh, needs to be filed in the 'district consumer forum' according to the Consumer Protection Act, 2019.
The case is to be filed where the petitioner lives.
One more suggestion, try calling the customer service again and tell them that you will file a case against them in the district forum and then see what happens. They might help you then, if not, then go to the 'district consumer forum' and file a complaint. Take the product and a photocopy of the E-bill.