Excellent service

I ordered the wrong items (completely my fault) so I emailed asking if it was possible to exchange them. I received an (AI?) response stating that their system said the items had been delivered to me, which is obviously not what I had asked. I eventually received email confirmation that I could return the items for a refund which I duly did, by Evri, to the address they gave me. I have proof of delivery. Over two weeks later there is still no sign of my refund, despite me following it up. Apparently the refund address is their director's home and they have to wait for him to bring the items into the office? It seems like a very amateurish set up...., Update: Eventually received a refund but only after spending £8ish on serving a formal letter before action on them. So I am still that amount out of pocket but decided to pursue it as these companies really shouldn't be allowed to get away with this sort of thing.