Refund on the returned item

I ordered online from sportscene online shop, one of my items were returned because it was broken.they sent me emails that i will be refunded within 3 to 10 day and when i bought the item it was not on sale i payed the full amount but they want to refund me the sale amount, it has been weeks now i never got my refund when i call them twice they tell me to send an email i have sent it untill today there is no replay, no refund.