Hi @Rhian , sorry to hear your still having issues. As with any company you email there will be a small amount of delay for a reply and 2 hrs between your forum messages expecting an email response is a tad harsh against the company your emailing.
Glad to hear your have resolved via Amazon, which being a new product would have been my first course rather than direct to the manufacturer. I am a little surprised however that Amazon did not require the item back before a refund. My experience with Amazon UK is that certain items under Ā£10 can yield a refund without return, anything else requires a return before refund.