Xiaomi Redmi Buds 6 Play Connection Issue

I purchased a pair of Redmi Buds 6 Play Bluetooth earphones from Hepsiburada in Turkey about a year ago, and since the first day I have had a constant problem with the right ear piece. The right ear piece was not properly connecting to the charging case: when I take it out, it often would not turn on or start working, and when I put it back in, it frequently would not start charging. Because of this ongoing issue, I ended up losing the right ear piece multiple times, and finally lost it completely. I contacted Hepsiburada about this situation, and they directed me to Xiaomi customer service. When I requested a refund or replacement due to the faulty connection between the earpiece and the case, Xiaomi customer service responded that it was a user error that I lost the earpiece and stated that they could not help me. I do not find this response acceptable, because the loss occurred as a direct result of the malfunction in the product, which has existed since purchase. I kindly request that my situation be re-evaluated and that I be provided with a replacement for my Redmi Buds 6 Play, or an equivalent solution, considering that the ongoing connection and charging problem with the right earpiece caused my loss and is not a normal user-related issue.