No refund its been 2weeks now ..Horrible Service

I placed an order with Zando which they delivered and paid cash for. Upon delivery, I was not happy with the items and requested a return and refund of R880. Their policy states that you should request a return within 14 days of delivery. I received the delivery on the 27 of September 2019 and requested the return on the 1stOctober 2019. We are told that request take 7days for a refund to be done , its been over 7days now , called in yesterday to check the status of my refund and was told the dress is on the floor , now i receive the mail below to explain because they don't see what i see , like really would i buy such an expensive dress and return it for fun????? i use your services a lot and this is unacceptable , no communication whatsoever till i made contact ..Horrible service, but now i feel taken for granted and having to fight for my money its getting to my nerves..They same way i didn't give expatiation upon delivery i just paid can my refund reach me ASAP ...