Firstcry.com — firstcry.com canceled my order and money is not refunded

Website:

www.firstcry.com

They have cancelled my order and not refunded my money. When I asked reason they told because your return item was not been picked. They have not come to pick the item and we forgot after long time they detucted money as you have not done follow-up to make this pickup. By this way they take our money.
When we told them why you have now detucted the money so they told because you have not returned item.