I want my refund

I bought a hoover online and a week later was told that my order has been cancelled. Instead of the money reversing back into my ACC I am told I need to go to the store to ask for the money back but how as I paid online because I don’t have a store next to me. I spoke to the lady who sent the email on the 20th of August 2025 and told her I cannot go to the store and she said the money will then be reversed back into my account in 7 to 14 days. On the 9th of September I sent another email because I still didn’t have the refund. No reply. I called on the 10th of September and still no refund to this day regardless of being promised that it will reflect soon. I don’t know why they don’t want to give my money back in the same way they received it