Waiting for refund - week 11

I have been waiting for 11 weeks for my refund of R2800. I went directly to the product supplier (Fitbit) and they offered to send a replacement product at no charge, and no return of the faulty product, within 7 days free of charge from the Netherlands. Superbalist has been 'escalating' the matter for 11 weeks. Blatant breaking of the sales contract. A ********** company with poor customer service and no refunds.