PUMA - Refund not completed

I purchased a bagpack from puma officia app. But after receiving it I initiated a return as the backpack was not of that quality which is to be expected from a brand like PUMA. The next day the product was picked and refund was initiated. After ** Days I got a mail that refund has been completed and it will reflect in your bank account in ** hours but its been * days now and I haven't received my money. I contacted the customer service and they said that we have sent the money from our end but your bank might be making delays.