Battling for weeks now to get a refund

I ordered a TENCO cooler box on line, I was then notified it will take two weeks, a day or two later I was told 2.5 months. We are planning a trip in June to Namibia and that is why we ordered it, I then requested a refund, I immediately received the forms to complete and was told everything is in order for the refund. Its going on 4 weeks now and still no refund, no one comes back to me, I have called several times and still no luck. I consider this theft, quick to take your money but no service in refunding it. We are not well off people and have saved for years to make this trip and this whole situation has just added unnecessary stress on us. We do not have the funds to just buy another one somewhere else