IQOS ****ting service

I got gifted 2 items from people not knowing it was the same items I then returned 1 of the item the one that was returned my old device was traded in to get the item at a specials price I’ve been trying to getting this issue resolved with IQOS for the past 2 weeks the item had been collected and my item that was returned to get the item at the price was discarded of now I’m wait for money that needs to be refunded, but I’m not being compensated for an item that I paid R600 for that got discarded of this is pathetic why is it that when you buy something from a store is all rosy but as soon as the item gets returned there’s just so much bull**** a person has to put up with they said they’d call me to discuss this matter after missing their call twice they never tried calling me again, I’m so unhappy that I’d not recommended anyone dealing with IQOS customer service of buying items from them