Refund not received

I purchased a baby play gym mat on the 21st of September, received my order on the 30th of September, the quality was not what I expected and it arrived late so I decided to return it.

I lodged a return on the 5th of October, the order was collected on the 7th, and on the 9th when I checked for progress on the app it said return concluded but I had not gotten my refund.

I called customer service and they said they were returning the order to me, up to date I have not received the order and or any refund.