Refund and replacement of a damage heater

I bought a heater two months ago and press the collect in store by mistake then immediately I sent an email requesting that order to be delivered since the order was over R700 and qualified for a free delivery and explain what happened and that I don't have transport to collect it that request was Declined then decided to cancel the order and buy another heater again and change the delivery. Till today I'm still waiting for my refund and the heater I bought they delivered it and it was damaged they came and collect it three weeks ago and also that heater has not been replaced I really need your help.... regards Ntombikayise