What Can i Do!

I can’t tell you what your rights are because they depend on the jurisdiction and Pronovias’ applicable terms and conditions, so I can only speak from a general point of view. If you ordered a product and what they delivered is different to what you purchased, or has been materially altered, then generally speaking, yes, you should be entitled to a refund, or, depending on the extent of the departure from what you ordered vs what you got, at the very least, a partial refund or replacement product.

As a lawyer for a company, I will tell you this much, if you respond to them that you haven’t received a response / are yet to be provided with the remedies you reasonably requested, and that you will be making formal complaints against them in the applicable consumer bodies (I don’t know of any where you live but where I am we have a few such as Fair Trading and the Competition and Consumer Commission, they may be more likely to respond to you and fast. Companies hate dealing with those type of complaints and they generally will be more intent on resolving the matter before it escalates to such a point.

Honestly pursuing remedies at law is a nightmare (even for me!) – I myself have a similar dispute with a company that I have escalated to consumer agencies in an attempt to have it resolved, but, it’s always good (and cost effective) to exhaust all free resources before pursuing action further in a court or tribunal. Hopefully once the complaint is formally received by Pronovias they will get their act together! Good luck 😊

Can you dispute the charge?

Can't hurt to ask. Quarantine had me buying stuff from sketchy Facebook ads, some of which I never got, and I was able to dispute the charges and be refunded fairly easily. Good luck!