Bad online shop

In March I ordered something but due to unforeseen circumstances I had to cancel. I sent Snatcher a cancelation email on the 26th of March and Ismaeel Rahim ~ the Customer Support Agent came back to me the same day telling me they would take a 15% cancelation fee, I said ok then after an hour he came back saying cancellation had been sent through. On the 3rd of April he requested my ID copy and bank account proof saying the refund would take up to 10 days, I sent them and have yet to be refunded. It's the 18th of May today and I have not been refunded, all I get is this message every time I ask about the refund:

"We do apologize for this delay and inconvenience caused Kindly note that we will follow up with our accounts department regarding your refund However, we can assure you that we are working as fast as we can to resolve this issue." and I am getting sick of it, I want my money.