Begging for my refund

I am actually past angry and disappointed, at this stage I am even exhausted waiting for a refund on an order I placed nearly two months ago and never received my device. After i dont know how many attempts trying to get feedback on where my device was and getting no joy I requested a refund which has taken another knock out of me waiting endlessly. I just need a set in stone answer as to when my refund will be paid? Why is Rentoza deliberately keeping money that actually does not belong to them? Im at this point begging for my own money back now? Is this fair guys?