Refund Policy and Procedure - no communication

Very dissatisfied with Checkers House and Home Tokai store. Bought and paid cash for a coffee table which was cracked and broken in 3 places when we opened it. Took it back for a refund only to be told they need to follow procedure and cannot just refund us. All good and well, but tomorrow will be 1 week and nobody has contacted us back regarding the procedure that they follow and how far along it is. I had to call and was told they will follow up. This is R2000.00 and in today’s climate money we need back asap. Customer service needs to at the very least keep us informed as the process unfolds.