Fieldbar received with scratches, still waiting for replacement

I purchased a Fieldbar Gin trunk for R4 600 online on 6 Dec 2025, and only received it on 17 Dec. The leather handle was scratched/damaged. I suspect they sent me a display/used item, so I logged an exchange requesting a new item with no defects. The courier eventually picked it up from me on 29 Dec 2025. It is now 7 Jan 2026, and the system shows that the item is still in my possession. They have not even acknowledged receipt. When will I get a replacement? Yuppiechef customer service is terrible and nobody can give me an answer. A full month has gone by and I still don't have the gin trunk. It was upsetting enough to receive this premium product with defects. Unacceptable!