problems with my refund claim

An email has been sent to me about the refund claim that i raised but it mentions nothing about return of the money paid for the product (rupees 2980).It states that i must reship the product within five days of receiving the email or my claim will be rejected. the money i spend on SHIPPING will be given back to me via ebay coupon but absolutely nothing has been mentioned about the rs 2980.the costumer service is very poor as i have tried to contact them through calls (always busy), chat (very slow) and email a number of times but i never get through to the representatives .Also i wish to receive my money back in cash and not in the form of coupons( which expire in 3 months) . i have also received a very negative feedback about people not even receiving their coupons after shipping the items thus refuse to ship the item without full closure on by when and in what form will i receive my money back as do not want to add shipment cost to the loses i have already incurred. 

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