Vivense Delivered a Damaged Wall Clock and Won't Process My Refund

On October 29, 2026, I ordered an Elegant Gold Frame 40 cm metal wall clock from Vivense. The product was delivered by Sürat Kargo on November 6, 2026, at around 12:00 PM. When I opened the package in the presence of the delivery driver, I discovered that the clock's glass was broken and the product was damaged. I immediately asked the delivery driver to prepare an official damage report and submitted it to Vivense along with photographs of the broken clock. I clearly informed customer service that I wanted to return the product and receive a full refund because it had arrived damaged. Vivense's customer service representatives told me that they would send me a return shipping code and that I would need to use this code to send the product back. However, despite calling customer service 3–4 times and requesting the return code, I have received no response or update as of November 10, 2026. Throughout this entire process, I have been extremely disappointed by having to deal with a damaged product and receiving no solution despite contacting customer service repeatedly. Furthermore, I cannot accept Vivense's complete lack of attention and inadequate customer service, especially when the company specifically states that returns must be made within 14 days. I demand that Vivense initiate the return process for my damaged product immediately and issue a full refund of the amount I paid without any deductions. Otherwise, I am considering taking the necessary steps to exercise my legal rights and file complaints with the relevant authorities.