Advice Needed: Cheap Disability Aids Faulty & Missing Items & Payment Taken Twice

Any advice given would be appreciated!

I made an order online to a company called Cheap Disability Aids (Sensory Education) totalling £115.91 on 5.11.15. My son was going into hospital 18.11.15, he has sensory & social interaction issues, hypermobility & being assessed for aspergers currently. I wanted to order some sensory things to help keep him calm during his hospital visit & for recovery at home. A friend had used this company before so didn't think anything about it.
The Monday after ordering I checked my bank statement & noticed payment had been taken twice. I phoned the customer service & was given an e-mail address for their accounts department. I emailed & received a standard response that said these circumstances take 5 days to refund. The next day the order arrived by courier & the box was soaking wet. The courier said the parcel was like that when he received it from the depot & marked the parcel as damaged when received. Upon opening the items were loose (no packing) & the box was oversized so 3 of the liquid timers had broken into pieces & leaked over everything else. I had also ordered a sensory bean bag £36.99 which was suppose to arrive 3-5 days that hadn't arrived. I emailed the company & attached photos of the damaged items & packaging & also requested confirmation that refund process had been started for overpayment. I decided to call the customer service line & explained what happened & I needed these items for my son going into hospital the following week. The lady said I would get a phone call within 2 days to arrange collection of the faulty items & to resend faulty items & missing item.
I heard nothing so Monday, 16.11.15 I phoned customer service asking to speak to a manager. I was told I could not speak to anyone & noone could do anything to help me, I had to email the duty manager. I did this but didn't hear anything so phoned the customer service that afternoon. Again I was told I couldn't speak to anyone, they couldn't help & I would have to send another email with High Priority on it to duty manager. I finally received an email from duty manager to say they had sent an email with a prepaid 2nd class stamp to return faulty items. I emailed back to say I had been told & requested someone to call me back & email must've been missed, also it didn't help with the fact I had an expensive item missing, they hadn't confirmed refund process for overpayment & I no longer needed any of these items as they would not be here in time. The duty manager responded by saying she would do a trace on the missing item (no timescale given), she would send prepaid stamp again & that they did not have the second payment in their main account & I would have to wait for the bank to step in! I contacted the bank who confirmed the money had gone out of my account twice & both had been authorised & were not on hold so the company did have the money. The bank advised I would need to wait 14 days from purchase as they like to give the company the opportunity to refund overpayment voluntarily. I emailed and advised the duty manager the bank had said they did have the money & also asked for a timescale regarding the missing bean bag. She sent same response I would have to wait for bank to intervene & no response regarding missing item. I have heard nothing since.
I got my husband to take faulty items to post office 19.11.15 as had no time before due to my son's operation & received a receipt of postage from post office. The only item I could keep was a turtle night light, £15.99, the packaging box was soaked through but the turtle itself was in bubble wrap & didn't appear to have liquid on it although it has a music box which makes an absolute racket & think is faulty. This was an item I really needed as settles my son at night so will just have to put up with. I phoned the bank today & they have said they will send a disclaimer form & I have to send it back with the emails of the company saying they will not refund. It then goes to another department which takes a further 14 days & then investigated which is going to be a long process.
I am just really worried! I do not understand how a company who are supposed to provide items for disabled people, knowing that these items were for a disabled child going into hospital & paid out of his dla money, the fact they have had double payment, all items received are faulty & I have an expensive missing item can behave in this way! They have gone out of their way to be as unhelpful as possible & give wrong information or ignore issues when they do reply! I can not order anything that my son needs as this company has £216 & in return all I have had is added stress at a time when I did not need it!
How long do I have to wait for them to received the faulty items back & how long before they have to refund (this amounts to £62.93)?
When should they refund the missing bean bag (£36.99) as I have already told them I do not need it (3-5 days delivery time given by them from purchase date)?
Why will they not refund the 2nd payment of £115.91 they obviously received in error, is there anything else I can do?