Refunds

I have made a purchase, received it but unfortunately had to return it. Now when it comes to refund time im on the line for minutes on end, the phone was answered once after i held for almost 20 minutes. I was told that its not scanned in the system, clearly the person on the other end was not very helpful. The orders was returned on 3 December 2019 already. I have sent numerous emails but nothing. It's pathetic really!