Faulty Items

I placed an order for a Tricycle for my daughter on the 5th of November. The was order delivered on the 8th of November and when attempting to assemble the item it was discovered that it was faulty. I emailed Little Bambino regarding the issue. They called back and advised that they would uplift the faulty item and send me a replacement. The replacement was received on the 11th of November, however this item was also faulty. I sent an email on the 11th of November with images. I called their offices on the 14th of November to find out what was happening and advised that I wanted a refund. I could not continue to receive faulty items. I was advised that a refund would only be processed once they received the item back. After two emails later, I received a proof of payment for the refund. I am however, waiting for the funds to be received. My payment for the purchase was instant, however I have no idea how long my refund will take. Shocking