How do I apply the SAD FART rules to this shoe company?

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My fiancee' recently bought some Haviannas wellington boots from an online shoe comapny.
Within 4 weeks of owning them both boots developed a crack along the outer aspect the boot just behind where her little toe would be.
She sent an email enquiry with photos of the cracks the same day.

Since then she has had four very polite and personal emails asking for more photographs in different angles.

So far she has sent 15 separate photos which the company has said have been forwarded to their purchasing department for

“to have a professional and objective opinion regarding the shoes.”

Yesterday they sent another email saying that their purchasing department require more photos. I guess the professional, objective opinion that the company needs to make can only happen with professionally shot photos in natural Caribbean sunlight.

I have read the consumer rights guide but I'm not entirely certain which aspect covers her case.

As far as I can tell she should have sent them straight back with a reference to lasting a 'Reasonable amount of time'.

She tells me her original email was simply and enquiry into how to achieve just that but she has been led a merry dance which yesterday became absurd.

The original order was made on 10th October this year so very little time has passed so far.

She has only used the boots to walk on pavements and roads. Even though I would expect a refund even if she had been mud trekking in them after just three weeks.

Please can someone effectively explain the specifics I need to quote to stop this nonsense?

The web site guides are great but I struggle taking general advice and applying it to specifics sometimes.

Thank you