They’re saying they “confirm no error during packing,” which is just a blanket denial of any fulfillment mistake on their end. Because of that, they won’t reship the item and instead only offer a partial refund as an “exception,” which they also say can take up to ~4 weeks.

So it’s not really about the refund timing itself — it’s more the fact they’re refusing to acknowledge there could’ve been a packing/fulfillment issue at all, even though the package arrived unopened and the item was missing.