Damaged item

I purchased 5kg Braai back and the pack was damaged I called the customer service and I was told tli should send a pick of which I dd n told they I need an exchange n would appreciate if it wil b today as il b at work today I couldn't cook meat as I have been waiting for my exchange am so ****ed can I have my refund am never ever gonna use the onp app again so that means my query won't resolved till weekend as am working Monday to Saturday n I get home around half past 7 everyday. It seems like a factory fault cs u can see were they closed the package is not straight can I have my refund please cs now I ddnt even cook i dnt even have food fr the whole week as I did explain am only available today