No refund on engagement ring

I purchased an engagement ring on 07/09/2018, inv.87977, at NWJ Kolonnade. Within 2 months a stone of the ring fell out and got repaired. Within another 2 months another stone fell out and went for revision and got repaired. The co-owner of the shop, Mr. Marcelle, signed next to the repair slip and purchased slip, that in the case when a another stone fell out that we will get a REFUND, as I do not want an exchange on the ring at NWJ. I was also not happy with the service we received from the shop (attitude) and that the ring is suppose to last a life time (if taken care of) and it doesn't seem to be the case.

A stone fell out for the third time and it was given back to NWJ Kolonnade on 26/03/2018. I was told that we will get a refund within two weeks and that we must communicate to Bonita Murray regarding the progress. Every time myself or my fiance called, her only feedback was that she had send an email to "the lady" and await feedback. Until today we have not received back our money and no actual/ useful feedback.

I cant afford to buy a new engagement and we are getting married in July, and breaks every woman's heart to go to her own wedding without a wedding ring. Therefor i await our refund from NWJ that doesn't seem to have any concern to their customer concerns.

I also bought rose gold hearings two years back and the rose gold spray came off. I personally will never buy any product at NWJ in the future as it seems to me that they care more for "qaulity over quantity" and can't give you, your value for money.