I bought a phone and privacy screen protector from snatcher and received the product on the 25 August 2023 which was not working, and did email snatcher to fetch it and refund me

I bought a phone and privacy screen protector from snatcher and received the product on the 25 August 2023 which was not working, and did email snatcher to fetch it and refund me. Also I paid for privacy screen protector which haven't received it to date. Where is the screen protector I paid for together with the phone? I'm receiving email for charges which not willing to pay as it's not my fault this is not working, I paid so much with confidence that I'll be using the phone. No one must charge me for giving me a phone that's not working. Kindly fetch it and refund me urgently. ***