No refund processed

I have ordered the following product which was listed as 'in stock' online on 01 December 2025 with the following order number - RF110374.

On 03 Dec 2025 I received the following email that the order has been shipped via JDEX and the tracking number - ***.

Phoned 09 December 2025 @ 13h04 time spent on phone 16 minutes with no answer.

Phoned again on 10 December 2025 @ 08h14 time spent on phone 9 minutes again with no answer.

Phoned again on 12 Dec 2025 phoned @ 08h15 time spent on phone 17 minutes. Charlotte assisted me and noted that she will get back to me with response about my order. She was very helpful.

On 12 December 2025 @ 16h50 she responded with the following:

Thank you for your recent order with Refinery. Unfortunately, the item you purchased is currently out of stock, and we are unable to fulfill your order at this time.

***:Stripe Weekender Bag O MULTI STRIPE A refund for the out‑of‑stock item is being processed, and the funds will be returned to your original payment method. Please allow a few business days for the refund to reflect, depending on your bank or payment provider.

We sincerely apologize for the inconvenience and appreciate your understanding.

Followed up on 18 December 2025 on email and Charlotte responded that she has sent Head Office a follow‑up email as to the refund.

Phoned on 22 December 2025 @ 14h00 - time spent on phone 12 minutes. I was advised that refunds take 5 to 10 working days. I was then advised to phone Pepkor for the follow up as well on the refund status as Refinery falls under the Pepkor group. I was sent back and forth and was told by the finance department that Pepkor does not know who refunds the money? Time spent on the phone 39 minutes.

I have later received an email also on 22 December 2025 that a follow‑up email was sent earlier today to the back office to enquire about the progress of the refund. As soon as we receive feedback, we will notify you immediately. Please accept our sincere apologies for the delays and the inconvenience caused.

I have sent an email again on 5 January and 6 January with no response.

I would like my refund sorted out asap because I have gone way and beyond to find out what is going on and the refund that normally takes 5 to 10 working days is taking much longer. I am considerate of the fact that it was December month but this ridiculous.