Please may I have my Money back

I placed an order and an item that I had ordered was not delivered. Instead I got an incorrect item which I did not ask for. I was told the initial item I ordered was out of stock and I would be refunded only if I returned the incorrectly delivered item. A return (RRN-238f-b967) was logged for this. This return was rescheduled a number of times, till someone came to collect the item. After the item was collected other people kept coming to my house to collect the item and I told them it had been collected. After each person I got a failed to collect message. I asked the next driver to not log it as a failure as the item had been collected. I then realised my refund is not reflecting in my bank account. I then contacted your team via email, only to be told the refund will not be processed as you failed to collect the item. Its been over 5 days now and I am still waiting for you guys to get back to me. As far as I am aware I returned the item in good order (proof of return emailed to your team). You delivered something I DID NOT ASK FOR, now you are holding back my refund because of your failed processes. Please give me back my money!