Refinery service is extremely disappointing

I had bought an item online at Refinery in July 2026. Item was big I asked for an exchange it took about 2 weeks to get them to fetch the item. There after I followed up and I was advised that a refund ticket was logged. Since the 30th of July I have been given an excuse that it takes 14 days for the refund to take effect. Today is the 9th of Sept still I'm told to wait for 14 days