I want my refund

Poor service at Mall of Africa Cellphone department , I bought a phone online at Edgar’s it was delivered with a straight pink line on the screen and I returned the phone to Mall of Africa and I was told my phone will be back or I will get a new phone after 14 days, now is after 14 days and nothing has been done no commutation until I contact them today and they are giving me stories and they don’t want to refund me. Can Edgar’s please refund me .