Still waiting for my refund

I bought an Iphone 16 pro on the 06th of October, when it was delivered the box looked like it has been through a lot, dirty and all. i opened the phone trying to set it up and it was generating the whole time and then started to heat up. I returned back on the 07th of October today is the 17th of October I still haven't received and communication from Amazon. I called their call centre in Cape Town they told me that I must wait 30 days for the feedback because they still haven't received the phone but on my side its showing that the phone was received on the 10th of October