Extremely dissatisfied customer

I purchased a Dr Hos foot massager on the 10 July as a gift. It was a cash purchase. I spoke to a lady by the name of Kereshni Govender who advised that if I am not completely satisfied with the item I can return it for a full refund within 15 days. I brought it home and my husband was not happy with it. My husband took it back on the 14 july with the original packaging and receipt. Kereshni then asked my husband for his banking details to do an eft as she cannot do the refund in her store. She advised him that the money will be in his account on Sunday the 16 July. The money was not in his account by Sunday so I called back on Tuesday the 18 July and again she advised that we should give it another 2 days. Today is now Thursday 20 July and I still don't have the money. I called customer service and spoke to Suzanne and she tells me that the money would PROBABLY be in my account by Saturday. And she is unable to tell me why the refund is taking so long. I really don't know who to speak to.