Order/refund not received for almost 2 years

I placed an online order on the Gerald Wells website for a hair product in November 2018. However, the product was not delivered. I emailed in December 2018 to inquire about the order status and why the order had not been delivered yet. I received a reply that informed me that the courier had a problem with the delivery and it got lost in transit and was returned to the store and that it would be delivered to me as soon as possible. The order had still not been delivered by January 2019 so I sent another email. I was then told that when the courier had returned the product, it had been returned damaged and that damaged products are not delivered to clients and that they had tried to reorder the product but none of the other stores, or the supplier, had stock of the product and did not know when they would be getting stock. I was asked for my banking details to get the accounts lady to refund my money (R345) as they were unable to supply me. I sent through my banking details for the refund. However, the money was not refunded, so I emailed again in February 2019 to find out when the money would be refunded as it had already been a month and I was still waiting for the refund, to which I received no email in response.

I sent an email again this year in May (2020). I sent an email both, to the email address I had been in contact with regarding the order status and refund, as well as through the website. I have not received a response to any of these emails.

To date, I have received neither the product, nor the refund. It has already been more than a year. This is extremely ********* and unacceptable business practice. Surely if a product cannot be supp**** to the client, a refund should be made and it should not be so much of hassle for the client. When will my money be refunded? Assistance will be greatly appreciated.