Bad after-sales service!!!

Returned a faulty product on the 2 September 2020, requested a cash refund, which they say can take UP TO 5 working days, today is the 17th September, and still nothing happening, and this after they clearly and proudly state on their website, and I quote... "Hassle Free Returns, quick and easy process". I would call this false advertising. Nothing is a quick and easy process, and trust me, it's a hassle to follow up on something that nobody on the other side is really bothering about.