Please refund me

I placed an order on 4thApril, one item did not arrive, had very little feedback. After 3 month on the 5th July I requested a refund. Which they emailed me back saying it would be processed I then emailed them on the 25th...Raru emailed me back that I was only on 14 working days and they only refund after 15 working days. I wasted R30 on mini statements and still have no refund. Emailed yesterday reply was : -Upon viewing your profile we note that you on 26 working days since refund was requested and acknowledged . Our refunds process time is 15 working days however we are currently experiencing high volumes of requests and may exceed the normal process time . We ask you please bare with us we will ensure your request is processed...sorry but I feel they are very unprofessional and are for whatever reason either unwilling or unable to refund their customers. Raru please pay back my Money as its unacceptable that anyone is forced by you to wait indefinitely for a refund for items you were unable to deliver.