Extremely frustrating refund process - avoid this service

I placed an order on March 29, 2025, which was delivered on April 25, 2025, at 11:48. Upon delivery, I immediately logged a return request, as the incorrect items were sent.

On April 29, I received an email from ODO confirming that the supplier admitted the error and offering an exchange or refund. I responded the same day requesting a full refund.

Since then, I have received no return reference number, no confirmation of item collection, and no timeline for the refund. It has now been over a week with no communication or resolution.

As a long-time customer of the ODO site, I expected a far higher standard of service.