Have been waiting for 13 day for a refund in my card. Ordered a dryer. When it got delivered there was a dent so we did not take it. I don't understand what takes so long to do a refund

I have ordered 16 water filters through the app. I got notified that all my filters have arrived at this location. Once I went there, they only had a half of the order and they didn't know where the o