FAILURE TO REFUND

Hi I lay bayed a couch on 25/09/2020 at Maponya mall and on 12/12/2020 i decided to go get my refund, however i was told that they will take 10% of cancelation and i will get my refund after 30days fine, now its almost 2 months nothing, i called them and was told i should give them a week ,but still no refund. I need that money as i am unemployed .They dont even have an email on the website.