Vle Bazaar - Package not delivered

We ordered one plus nord ce* lite *G black dusk *gb ram ***gb storage on * April **** we waited but it wasn't delivered they said it takes time but after waiting some days and telling them to give us updates we cancelled it (because they won't reply anything )on ** April now they don't refund the money after several calls we gave them a ticket on their website to return the money and in the reply it says ater * to * days but still they are not refunding every time we call they say call after ** hrs this happens every single time