Lava fires

I ordered a fluekit from Lava fires and made payment. My client couldn't wait as they said the order would take 7-14 working days.I canceled the order and requested a refund per email. IT'S been more than two weeks and still haven't received my refund.Been told to contact Capetown branch & was then referred back to Johannesburg branch.Im fed up with this situation as I want my refund as I had to refund my client.