The Wig Factory holding my refund

I will no longer be buying from the The Wig Factory. Bought a terrible human hair wig from them and I didn’t like the parting when it arrived. I asked the lady called Victoria what their return policy was and she stated that as long as I haven’t cut the lace yet I can return it and she provided me with contacts of a lady called Lee who deals with returns. I spoke to Lee and she provided me with their address to courier back the hair via Pudo and I did send the wig back. Two weeks later I still haven’t received my refund and they keep saying it’s being processed. I’m very disappointed with their lack of service, they only care about customers when they are buying only