Clovia.com — Not received refund even though they had taken it

I have made request for refund of two products and it has been more than 15days they had picked up parcel from my end but not initiating refund to me ...different customer care agenta says different thing on call some says you will recieve it within 2-3days and some says till now their site had not recieved pick up parcels...please acknowledge my complain as i am totally frustrated by these site