I have also experienced similar problems. Ordered 1000l on 8th Nov not delivered by 22nd Nov, decided to cancel, had not recieved my refund by 15th Dec. I just phoned and let it ring, and when they answered be very polite and state that you would like to speak to someone in accounts and that you would like your money back. I just rang every ten minutes until they agreed to give my refund. Then i requested an email stating how much they had refunded and when they had refunded. (once you have this the bank can case it up for you and they know it!!) It took some phone calls later - but eventually recieved this email and the money was in the bank in three days. Do not be fobbed off by their promises. Say you will phone in ten minutes to check they have done it! They got quite angry with me and told me i was bullying them. I told them i would be happy to leave them alone and never contact them again if they just returned my money!! And that i would continue to phone every 10 mins until they had returned it!! My advice is to persevere, dont be fobbed off with the 10 days to clear rubbish or they can't refund you because it is not your turn, or we will do it next week. Insist on a refund there and then - they can do it - it is possible! and will be in bank account within 3 days.