Terrible customer service

I purchased a cell phone online from Incredible Connection date :13/05/23 it was said the estimated delivery date is 2-5 working days, I have never received my parcel up to thus far. Last week Thursday (18/05/23) i enquired and i was told by the courier (ARAMEX) my parcel has been handed over to the third party. I then requested my refund since i was not given a direct answer. The lady from Incredible connection store then contacted me saying that if i want my refund i will have to wait for the courier to return the phone in the store i haven't heard anything from the store till now all i want is my money back so that i can purchase a new phone but i cannot get my money until a certain period that was never communicated to me