No refund after more than two weeks!!!

I've been a regular customer with Bash for a a few years now and always very impressed with their service. However I recently purchased Hoka running shoes as a gift for my wife. The shoes did not fit and we promptly returned it via courier. The shoes took 3 days to reach their facility. I followed up with them on 28 October about my refund. They informed that their inspection takes 2 to 5 business days. Then the refund another 5 to 7 days. It's now been 10 business days and I still have not received my credit note. When chatting with their customer service they are unable to give me clarity and mentioned this will be sent to a specialised team. I am out thousands of rands from this purchase and no clarity on where my refund is. Shocking. Perhaps we just have to go back to in-person shopping. Can't trust these faceless companies.