Consumer Redressal

I had purchased online from www.homeshop18.com a product and the transaction was confirmed as of May 3rd. I waited until May10th, but the product was not delivered. I contacted customer care and they had asked for the order ID, during the SMS confirmation there was no order ID present and so they had asked me to submit my credit card statement as proof which I did submit as of May17th and I did get a call back due to my timely follow ups with the team and during the follow up call they confirmed on May 26th that they checked my credit card statement and acknowledge that my card was charged against their product online. It has been more than a month, since I did not get my product nor a refund happened to my card. Need Help as I spend more than 40 min / call to the customer care people explaining the same thing again and again. It is highly frustrating .I was charged an amount of Rs. 2640 for a double sided frying pan