Take a lot

I ordered a product online and whrn i recieved it the quality was defs not what was expected. I send the product back and asked for a refund. It took them two weeks to get back to me, to tell me that i cannot get a refund as i used the product. When returning sn item they give you the option undrr reason for returning, that product does not meet expectations. How would i know it does not meet expectations if i dont use it? Anyway i didnt win with that one, do they send my parcel back. Its bern a month snd a half now, and i still havent recieved my package. My problem gets passed on from agent to agent snd no one really tries to get to the botom of where my parcel is. Really peeved and dissapointed in take a lot. As im writing this, im still waiting for a solution.