Refund inconsistencies with defective products

I exchanged the berlinger haus pots a few months ago because of the deep scratches they developed after I had used them for a few times, they exchange was successful & the exchange is having the same problem as the last pots only this time they are refusing to give a refund because clearly these pots are just problematic & a health hazard. I was assisted by Tariro Mutengezanwa Return Request RRN-aa85-d96e (Ref. ********** ), I have emailed him explaining the cause of events & i ve had no response can someone help please