Refund still outstanding after 2 months

I bought a washing machine at makro 2 months ago. Spin delivery, I discovered the washing machine had a scratch and had been used, as it had some water in it. I emailed them for a collection the same day and the washing machine was collected within a couple of day. Now, 2 months later, I STILL HAVE NOT RECEIVED MY REFUND YET. They have been lying to me telling me the money has been sent and theN giving me a different story again when I try contacting them.