Struggling to get my refund

I ordered a product online that was set to be delivered around the 26th of August. It was supposedly handed to the courier on the 28th of August, but I had to follow up on the 11th of September because there has been no delivery or further communication. On the 26th of September (more than a month after placing the order), I requested Makro to refund me if they couldn't deliver the product. They notified me that the product has been cancelled and that the refund would reflect in my account within 10 working days. It is now the 30th of October - more than two months since I first placed my order and more than a month since the refund was supposedly logged, and I am still struggling to get my money back from Makro. I have been sending regular follow-up emails, but they are slow to respond and do not offer any satisfying explanations or help. Not sure if I'm going to get my money back.