Stay away, not processing refund after used product arrived

I purchased a queen size camping stretcher through OzTrial. Not to mention THE WORSE COURIER GUY experience for two weeks, the product finally arrived after 2 weeks. We opened it... and low and behold - the stretcher is damaged, like it's been used.

Trust BrandHubb to have a courier guy person ready to collect within a day, but now I am fighting via email for my refund. This was R2900 - the stretcher was purchased for an upcoming camp this weekend, and I've communicated that I need to use the money to find an alternative sleeping solution. Charne Gibson's last email reads: "I will add the refund for processing and advise as soon as it is done."

So, on their time? When will this be? No respect for customers. No client service. Stay away.