Mac Cosmetics - I want my MONEY refunded

I bought Lip gloss and received it on 23 November 2022 - the very next day i informed them that the product is not what i required and need to return it - since then i have followed up multiple times via whatsapp, e-mail and phone calls and still today i am sitting with the product and customer care just inform me there is nothing they can do the courier must collect - WILL NEVER BUY ONLINE FROM THEM AGAIN

Till to date 16 January 2023 the parcel is still not collected.