I had a similar situation where I returned the Samsung Note 20 5G phone and the free Samsung Buds Live that cane as I pre ordered the phone, along with a leather case I bought at the same time from the Samsung UK Online.
Samsung UK sent a courier of their choice for the parcel.
I took time and date photo's of the parcel and contents.
Not long after I received a refund of £0.00 for the Buds Live, but not for the phone or leather case.
It transpired that they couldn't find the leather case so wasn't refunding the phone as they were investigating the apparent loss of the leather case.
i.e holding back over £1,200.00 for the phone over a £35.00 leather case !
After lots of emails and telephone conversations I ended up emailing the CEO of Samsung to push for the refund of the phone and ask them to carry on their investigation of the case.
Samsung ended up refunding everything after I contacted the CEO via their email page.
Something I shouldn't have had to do 😞
I was nearly at the stage of contacting my Banks Customer Services to see if they could refund me the money, and them chase Samsung under their terms of usage of my card. i.e Chargeback etc.
So it's up to you how you proceed with this and I hope my experience of how I resolved my issue helps guide you @JohnTimothyBautista
Current Phone ~
Samsung Note 20 Ultra 5G SM-N9860_256Gb SnapDragon 865+
Samsung One Ui 3.1/ Android 11.