FAMILY CREST CUSTOM SEAL DONE WRONG!!

I have placed an expensive order with Red Dove Designs is JHB for a custom family crest seal/stamp to be made. Upon receiving the stamp I noticed that the small detail on the stamp was not visible. When we tested around 7 times, none of the wax stamps came out correct. Please note, I live in Gaborone, Botswana, thus I had to import the item. The family crest surname, the lions at the top of the design as well as the helmet with x3 emblems on it did and could not show on the wax. I complained to the Sarah Jeggle (the contact person i have been working with), that i am unhappy with the way it came out. She wanted me to pay for a courier to bring the item back to her as well as pay for a courier again to bring the new one. I was shocked that she expected a customer to go about more payments just to get a new one done! Mind you, she was very arrogant over the phone! Eventually she said that she would have to speak to her boss about my situation. I then proceeded to find out who the owner of this business was so i could take it up with him/her since i was not getting any help from Sarah. Upon further investigation I found that she is in fact the owner of the business! I DEMAND A REFUND!