Refund taking long

I cancelled my order with Snatcher before it was even deliver to me. I had a change of heart and was advised that it was going to cost me 15% of my purchase price. Even though I feel this is wrong because I did not even see the product, I have accepted it but I am waiting very long for my refund. I don't understand why it's taking so long. At this point I feel like it's costing me 100% just because I cancelled my order.