Where is my parcel

I bought a Nano's kid pad in december for my daughter. Charged it and tested it to see if it was working. Then wrapped and kept it since she was away and came back from holiday on the 3 Jan 2015, opened her present and it wasn't working. Called homechoice to find out what is the procedure for returns. The invoice says i must get the ref number before returning the parcel, but the consultant i spoke to said i don't need a ref number. He said i must return the parcel to 78 Main Rd Wynberg Cape Town 7800. I decided to send an email to find out what to do exactly, got the reply to send the parcel to Private Bag X28, Capemail 8003. I did that on the 19/01/2015. Tracked the parcel and it was last scanned in Cape Town on 21/01/15. Called Homechoice to find out if they have my parcel and i keep getting the same answer, NO. I spoke to one of the consultant and he told me to fax the waybill and i did on the 09/02/15. Called them on 12/02/15 they still don't have my parcel. I need to know where is this parcel and when am i getting a replacement????