Faulty Device: I WANT MY MONEY back

My first order I placed was cancelled without me knowing due to no stock. Which I accepted and simply placed an order for a different device, which cost me more. The device then came before the delivery date and I was happy, excited even. Then to my detriment the phone doesn't work. I logged a return on the same day which was the 11.05 and immediately got an SMS that the phone would be collected the next day being the 12.05. Today is the 15.05 and still there has been no collection. I am highly disappointed as the device is needed. I simply want my money back as I cannot trust taking another phone just to be disappointed again. I expect someone to get in contact with me regarding the collection of the phone and refund of my money. I will never make use of your service again. This was my first order and I would never recommend your services to anyone