Raru will cancel orders, and give no refund

I placed an order for a butane torch in November, through Raru's Amazon Import Service. Within a day, they contacted me to let me know that they've cancelled the order, as butane is a hazardous substance - however, the torch is shipped EMPTY. When I queried their decision, I was informed that while they're aware that it is not hazardous to ship, but that it *might* get stopped by customs, so they do not want to take the risk. Which is a bit like not wanting to ship a kettle, because kettles contain hot water, but it's their prerogative. I asked them to refund me, rather than giving me store credit, so I can take my business elsewhere.

Ten days after my refund request (requested on 29 November 2018), I queried the status of my refund for the first time, since I still heard nothing from the accounts department. In response, I received an EXACT copy+paste of the original email, with passive-aggressive bolding of the waiting period I can expect. I called them on it, and was then informed that my refund was scheduled for 20 or 21 December, and that it may take a further 7 working days for my funds to reflect in my account.

And so I waited. And waited. And counted the days on my calender. By 8 January 2019 the stated period was well overdue, so I contacted them again. They promptly rep**** that as they were busy over Christmas, they will only process my refund no later than 14 January 2019! This is well over the time frame they gave me, with the excuse of being busy over Christmas. The last time I checked, Christmas came every year - surely a business should plan for this? Its not a rare weather phenomenon, it's an annual event! Plus I'd placed my request a month before Christmas. When I pointed this out, they apparently allocated my request to the refunds team.

It is now 16 January 2019. The credits are still reflected in my account, and there is no refund in my bank account. If past trends are anything to go by, the goal posts will probably be shifted again.

Raru has zero accountability to their clients. They are perfectly happy to cancel orders, but hold on to the money so that they don't lose a sale. I've received nothing but generic or evasive responses, and every time I have to reach out to them to find out what's going on. I will definitely not be taking my business to them again.