7 to 14 day refund

I eventually decided to do the online shop. Placed my order for a smart TV. R8999. Made the payment. Then was asked to send my TV licence. Because it was in arrears the order was cancelled. I then decided to visit the lakeside mall branch. No one could help me. The only way to get my TV was to make another payment of R8999 . Being assured that a refund would be Made. I've now been told it takes 7 to 14 days to process.. they got my money the same day I placed the order. Can anyone explain why it takes so long. I will never recommend game on line to anyone