NO REFUND ON NO STOCK ITEMS

I ordered a toilet seat raiser on the 17th October ( ***) for my mother that have a total hip replacement, to be told on the 21st October there is no stock, and stock will only come in November, I then requested a refund as we need the order urgently. I emailed them my banking details on the 21st October, till today the 24th I'm still waiting for the refund. We have had to get another seat in the meantime which is not cheap for a pensioner. I want me refund!!!