Awaiting feedback and return for refund

I purchased a product from snatcher. It's been 2 days since I have emailed to return the product got a reference nr but no call from them nor have they collected the product. When I called today they said that they will send forms to fill in no forms been received. How long will this take to sort this out as I don't want the faulty item nor do I want it replaced as is not clearly as the specify on their web page that their product are HIGH QUALITY? This product is low poor quality and not to what the price is being charged for. The item displayed and on the video is not what is advertised. SNT31549