Refund still not processed

I paid for a Waffle Maker on the 17th July 2024. I received an email from Snatcher stating that the product I had paid for did not match. The person emailing me asked me if I would like a refund or points. I responded, stating that I would like a refund. From the 18th July 2024 I still have not received my refund and my emails are unanswered.