No refund on cancelled order after 6 Months

I work for a non-profit organization and spent R11k to order branded water bottles from Gifts to clear as gifts to our sponsors at our main fund raising event for the year. A day before the event they advised that their supplier could no longer deliver due to a break in. On their advise I immediatly submitted a cancellation letter with our banking details. This happened in September 2024. We have not since received any refund and I am concerend that we never will. Their offices are untraceable and their phone lines go to voicemail.