Refund taking long by Russels

I went to make a lay bye at Russels for kitchen appliances . I swiped they gave me agreement that I want the laybye to be 3months. I swiped with my card for the payment. I then decided to cancel and take one item out of three that I laybyed. I swiped with my card again and was told then the first deposit would be added to this new laybye I had no issues with that. I then changed my mind saw something better I went to cancel the entire laybye,the sales lady had a attitude and said in afrikaans onther cancellation as if we not entitled to cancel as a consumer. They then told me that that refund is done in Johannesburg.It was so easy when I swiped my money it took seconds but refund is taking long. I submitted the documents they required bank statement and id that was 2weeks ago they said it will take 3-5 working but I still have not received my money .It was a easy swipe why is taking long for my refund. I want my money is taking long because the store did not submit I wont be go the up and down like a mad person I just need this to be resolved asap because I need my money asap.