Refusing a refund

I bought tiles on th 5th of may 2026 for the amount of 3900.but unfortunately I had to return them still sealed , still in good condition not opened. They charged me 25 percent handling fee which was close to 1000. Then now they must give me the remaining R2865 they refuse they keep on saying they are busy. It’s been three weeks now demanding my refund and they don’t want to give it to me.their contact number is ***. Mama and Simba are the people who are responsible for this transaction. My name is Dorris