Immediate refund on damaged good

I purchased an eternity rose gold ring and received it on the 10th of Sept. I emailed over the 12th of Sept. requesting for a refund (three days within the required period to get a refund) due to one of the tiny stones missing from the ring (stone was in the box under the sponge cushion) and I had not gotten the chance to wear the ring. Was told a collection would be booked, no one came to collect. I called to follow up, was told I'd be contacted in 24 hours, it's been 96 hours. No one has reached out. I would like a refund please. It's a ring worth R1200 that should not be much for Pandora to return. I'd appreciate my refund please. I adore your products, I'd hate this matter to lead me to regretting ever purchasing from you.