Refund for Returned sneakers

I have ordered a new sneaker from Puma for my daughter, only to find that it does not fit my daughter,size was too small. Initially I wanted to change the size but then Customer care informed me they do not do exchanges only refund and I agreed to a refund... Shoes were picked up and delivered to warehouse when I track it and I have been calling non-stop for the past 2 weeks and I have not received any feedback or my refund. When I called the lady said she will ask her manager if they can process my refund while they are still investigating and she will get back to me.. Ever since last week i have not received anything...no feedback or anything whatsoever