Most pathetic refund policy

So at first I’m sold a Defective RusselHobb iron. I return it myself to one of takealots pick up point in Hatfield. At the time I had requested for a replacement. Same day I went to makro to replace the iron and notified takealot through a phone call as well as an email that I had changed my mind and would like a refund. It is 7 days later and still no sight of a refund since I’m seeing the iron’s status is “awaiting collection” even after notifying takealot of the cancel via emails as well as phone calls. Every time I’m told they’re requesting the collection point to cancel the order yet nothing happens. Today as well received a mail from kalima menzi who also said the same thing. This is apalling service.