Absolutely **** service!!!

I am a regular customer at NWJ Hemingways in east london. I have purchased many item from them over the years. My wife and I purchased a gold chain and when we opened it was broken. I returned the chain withing the 7 day and was told they don't not have cash to refund me and I will have to wait basically 7 days to receive my money back. I find this absolutely **** as I don't see why them not having money should affect me. I want my money back as I have received broken goods. When they gave me the chain I did not say I will pay next week and I expect the same back.