Club Factory — i made prepaid payment, either not get the product or money refund yet

I ordered a product on clubfactory app order i'd is so[protected] and made prepaid payment, after 20 days i got the message which is my order canceled by computer system automatically why because you can't collect your order, actually i didn't get any call or msg about product delivery, and even i didn't get my refund also
Please take necessary steps and process against my request and help me to get my refund back or my product