Fruugo - customer not protected , no complaints platform

I received an email on 31 Dec'22 that my order was cancelled because the retailer could not verify my delivery address and should expect my refund within 2-5 days. Todate, i haven't received my refund . There is only oneway communication in this platform. No email for customers to communicate back/enquiries. The Help Centre is useless. Fruugo is the biggest online **** .