Refund and return of scratched defy microwave

I bought a defy microwave online at Pick nPay it came with multiple scratches. I logged a refund/return request on the 18th Dec and logged a complaint on the 29th Dec ad I haven't heard anything from Pick n Pay. Up until now I haven't received a thing from Pick n Pay. I bought the microwave for a reason, i paid for it but can't use it. This is not fair at all, can I please be assisted here. ***