Refund not processed

I requested a return of a product on 12th January, for an item. The item was only collected on the 22nd January (10 days later), I received an email confirming they received the item on the 24th of January. I have been following up constantly on my refund, and they do not bother to reply and have not refunded me. Today is the 7th of February, almost a month has gone by.