Snatcher - Snatcher is refusing to refund me since june 13 2024

I bought online from Snatcher in May 2024, then one of the items was faulty i had to log in a return. Item was collected on the 13th of June 2024. 4 months today. I have asked for a refund until to day it has been 4 months still no refund. They have been saying the matter is escalated but nothing ever gets done. i have proof of emails, back and forth, on hellopeter. Dorothy Maake the customer service person does not help either. all i want is my refund.