Refund confirmed but not processed – repeated follow-ups ignored

I purchased an office chair from Incredible Connection in December. When I opened the box for first use on 9 January, I discovered a manufacturing defect / missing components, which was reported immediately.

The chair was collected by their supplier on 13 January, unused and still in its original packaging. On 20 January, Incredible Connection / Pepkor Lifestyle confirmed in writing that a refund would be issued, as no stock was available for replacement.

Since then, I have sent multiple follow-up emails requesting confirmation of when the refund will be processed and when the funds will reflect, but I have received no response or timeline.

This matter has now been ongoing since 9 January, and it has been extremely difficult to obtain clear information or feedback despite repeated attempts.

I am requesting confirmation of the refund processing date and a reasonable timeframe for the funds to reflect, given that the item has already been collected and the refund confirmed.