Awaiting refund for 12 working days

I made an online purchase of a kic chest freezer on 20 November 2015. Delivery was scheduled for in the afternoon early the following week. They arrived after hours, after I had someone waiting all afternoon to receive the goods, and the freezer was damaged on arrival. I sent it back immediately. I subsequently cancelled the order and supp**** the required proof of payment on 27 November as directed by customer care. I called to confirm that they received my documents, which they said they had. It is now 16 December and I have had no response regarding my refund. This is unacceptable!