Koovs.com / Marble E-Retail — Refund not yet received though app says refunded

Hello
I am very disappointed with the customer service. They are not connecting me since few days not solving my issue with refund. I have been using this app for more than 5 years and I never face such difficult y with koovs customer care. I am not able to connect them on phone also. Is this fake app.?
Its been a month, they have not responded to my mail. They have shown refunded against the return product and didn't receive in my account.plz respond my mail as soon as possible.

Tsering wangmo
Order number
7842715