[pxl_rip]

Today is the last day and still no contact by them so I contacted but they responded the investigation is still going and I will be contacted when it is finished.

Due to the amount of details that need to be collected and assessed, Investigations can take longer than expected.

Contact them every few days or so asking where your claim stands.

EDIT: until now i didn't asked for evidence as you suggested. i'm waiting for investigation result

Yes of course, that's the way It should be done.

Another question, hoping to not go offtopic.
Since they are taking so much time, in case the return window timeframe expire, can i still return it with some excuses? Because in the worst case to not succed in se i can't afford to keep this object.
Again hope to not bother with all of these questions