Defective washing machine no refund/exchange

I purchased a washing machine from OK Furniture via lay-by on 28/08/2025 When it was delivered, it had a visible dent. I informed the store promptly they said they’ll send someone to pick up the machine and exchange but didn’t ..I returned the machine personally to the store on 31/08/25 providing all photos and documentation. Despite this, the store and head office have refused to refund my money, claiming they are waiting on the supplier Hisense for “processes” that are delaying my refund. The waiting for Hisense to assess the machine assess the machine how is the products are not even scanned for no errors upon purchase while leaving the store to avoid such now i must wait while they keep my money , no! This is unacceptable. As a consumer under the Consumer Protection Act, I am entitled to a full refund for a defective product immediately. My money has been withheld unfairly, and I am not at fault. I am requesting that OK Furniture process my refund immediately. If this does not happen, I will escalate this matter to the National Consumer Commission