Returned Defective Item in December – Refund Still Not Processed

I purchased a SodaStream from Amazon.co.za on 11 December 2025 as a Christmas gift.

When the product arrived, it had clearly been handled — there were visible fingerprints on the device and the packaging was incorrect. The item did not appear to be in new condition as expected. I immediately arranged for a replacement, and the original unit was collected on 15 December 2025.

After receiving no communication regarding the replacement delivery date, and with Christmas approaching, I cancelled the order to purchase an alternative gift in time. I then requested a refund.

It is now February, and despite contacting customer support three times, my refund has still not been processed. I have been offered a voucher instead, which I have declined. I do not want store credit — I want my money refunded to my original payment method.

I am now being told that because I requested a replacement and then cancelled, they are “struggling” to process the refund. This is not an acceptable explanation. Internal administrative issues are not the customer’s responsibility.

In terms of the Consumer Protection Act, consumers are entitled to receive goods that are in new and acceptable condition, and when goods are returned due to defects or cancellation, refunds should be processed within a reasonable time. Two months is not reasonable.

This entire experience has been extremely disappointing and has significantly affected my trust in Amazon.co.za. I expect urgent resolution and confirmation that my refund is being processed.