I WANT MY REFUND!!!!!

I had purchased flowers on valentines day for a delivery at my partners work but right before they were given to the driver, I contacted them to cancel via email, their chatbot and call them multiple times without no answer and sent a whatsapp as well to which I was met with no response then after 2/3 hours, they responded via email telling me they will take 15% because it was on transit already!!! who's fault is that???? I fought that!!! they then told me I will get my refund within 2/3 working days but nothing still!!!! I WANT MY MONEY!!!