Online Car parts does not refund according to their own policy

I ordered a car part and handed a sample to the sales agent clear specifying the requirements. Part was incorrectly supp**** and requested a refund. First I was told the manager authorizing the refund is gone to the doctor. On the sales counter there is a document stating the number of days to refund and they have gone over their own processes. 7 Days later followed up and was told the lady processing the refunds is off sick. They are having delay tactics in refunding a large some of money. Potential customers do not pay for parts in full if anything place a small deposit