Bad customer care service

I purchased a faulty product from Snatcher online. I wish to return the product quickly as they only give 7 days to do so. I have send 2 emails and phoned the about the product but received no help. The product was expensive and can't have a broken R200 product that's useless. They only give limited time to send products back but there is no speed from their side. On the phone the consultant said she Will email me the product return form but I am still waiting