Return items

I bought a bottle of water, I was very happy to see your quick response and your commitment to the delivery agreement at that point. I was disappointed when the bottle was faulty. I followed the return policy and it was withdrawn on November 24th. I received an email which will be changed as soon as possible. I am very disappointed because nothing has been said since then. I tried to contact them but with no luck. I tried the tracking system, it still shows it has been delivered. I think the return process is very slow and considering that there was a particular need to purchase a certain item, it is very important to make the delivery as agreed. The email said they will get in touch within 2 days, but now there is more than 5 days of waiting.