Superbalist.com failing to deliver to it's clients.

I have logged a return with superbarlist.com on the 25th of September 2018, it is now the 22nd of October 2018 i still have not received my refund i keep on being told it will be processed within 3-5 working days, and still nothing i don't why they wont refund me my money. or is the company having cash flow problems?