Zara Lost My Salon Table and Refuses to Issue a Refund

I ordered a salon table from Zara for ₺17000, approximately $500. The product was lost during delivery due to the delivery company’s mistake, which works with Zara. I don’t know the name of the delivery company because the tracking number never worked from the beginning. They didn’t inform me that the product was lost; I only found out after contacting them myself. According to their official contract, if delivery is delayed, the customer has the right to a refund. However, all I get from customer service is: "We are sorry, your situation is under investigation." It has been almost a month, and nothing has changed. When I asked for legal proof that the customer must wait instead of receiving a refund, they replied: "There is no other information I can provide regarding this matter. If there is anything else I can assist you with, I will gladly help." According to Zara’s official website, Section 9. Delivery states that if there is a risk of substantial delay, the customer may end the contract and receive a refund for products paid for but not received.