Shocking Service

I bought a heater online for R 1329.00 including a delivery fee on the 3rd of May and opted for a delivery. I received a call the following day on the 04 of May from the store informing me that they can't deliver. I asked them to cancel the order and reverse the funds back into my bank account since I cannot get to the store to collect. The order was cancelled and to my surprise I was never refunded. I phoned builders on the 11/05/2020 to follow up on my refund then I was told that they refunded the funds to my builders account and I need to visit the store for a refund. I asked hiw is it possible that I will be able to visit the store for a refund whereas I couldn't visit the store to collect my order hence I requested for cancellation, they emailed the forms which is about 5 pages that needs to be filled and emailed back to them. I informed them that I do not have a printer and I do not know of any internet café that is operating during lickdown. I was further told that I either do that or the fund will not be refunded. I called them numerous times, I spoke to Brian the store manager from Protea Glen branch, Aqeela from complaints who has not responded to my latest email that I sent on the 21/05/2020 and other few employees from builders. All I need is my money to be refunded and I also do not understand why I should spend more money to get my own money because the internet Cafe will charge me for their services even if I get one.