Process errors & little to no customer service

I am super disappointed in the lack of professionalism and customer service. I ordered two products online. After my order was processed, there was no delivery timeline provided. I made inquiries and was told my order would arrive between 5-7 business days. Two weeks later 1 of the 2 items arrived, but my delivery note was completed for both items. After reporting this, I received a link for my 2nd item that hasn't left China yet, but the delivery error was at least corrected. The headphones arrived, and the microphone is defective. It crackles and breaks up, so I cannot use it for my remote office work. I reported it, and Bongane only asked if the headset was brand new? I responded on 9 September that it was new. Since then I have not heard back from anyone, even though I'm following up. What is your refund or exchange procedure? I must be honest, the whole experience with errors along the way was so unpleasant. It was my first Snatcher order, and I think also my last. It is easier to order from Wish and Shein for items from China.