Refund theft

We received a gift to watch Swan Lake in February 2020 but due to the National lockdown the show was cancelled. We decided to cash the tickets in and give the money back to the giver. We have tried Five times to cash it in but every-time we were told they are off line. We at last got through and was told we will get a refund of not even the price paid for one ticket. I think this is disgusting and feel this is theft!!!!