Getting a refund is a nightmare!

On the 18th of January 2023 I placed an online order for blank products. Shortly thereafter I was informed that I was not entitled to purchase the goods unless I chose additional branding and additional costs. Totally acceptable. I cancelled the order and Karesha Chetty confirmed with me that the order was cancelled and a refund processed with Payflex (my chosen method of payment). It is now the 31st of January 2023 and still no refund processed - even after numerous emails / chats back and forth. Payflex won't cancel the order without Safety Max Online instructing them to do it, and if I don't pay Payflex then I get penalised. Totally unacceptable.