No come back

I ordered a product. Was deliverd and does not work. Sent them email. They responded with ticket no on 25th August. Said I would hear from them within 48 hours. on 29th August I sent another email. They responded on 1st September asking for photos. I sent photos on return email same day. Today 3rd September Still no reply., They need to fetch the item and refund me my money. D S Mey