No answer on warranty/support query (!!) - broken item still with me

I bought a charger from them back in late 2024 via Takealot, and, as I do with all tech products, I checked what warranty they offer. I was pleased to see they offered a "365-Day Warranty". My charger stopped working only a few months after that, and I reached out to them in February 2025, per their refund/warranty policy on their website. I waited a bit to hear back from them, thinking maybe they just have a slow support process, but I have STILL not heard back. Is the warranty a lie? Anyways, terrible terrible. I hope that *one day* I will get my money back (preferably) or have the product replaced (but not so excited about this, since it broke so soon the first time around), since I alerted them to the issue within the 365-day period. (I understand that sometimes in businesses, things fall through the cracks, so if they solve the issue in full, I will happily consider updating/removing this negative review)