Nuvita Care zero after sales responsibility

On the 05/08/25 Nuvita Care started packing an order I have paid for. Today 19/09/25 they are still requesting more emails to act on my behalf to get it delivered. I have done enough running around after advising them the goods have not been delivered. I asked for my money back but they want me to run around more to get my goods. I PAID FOR GOODS I DID NOT RECEIVED AND THEY KNOW I DID NOT RECEIVE BUT NO REFUND, INSTEAD THEY WANT TO MAKE IT MY JOB TO GET IT.