Returned items not refunded - where do I stand

[Marvelsquirrel]

I returned several items bought online to Ro&zo recently. I’ve just had the refund notification and there are several items that I returned that haven’t been refunded. Only about half of the returns have been refunded.
I’ve never experienced this before. I’ve emailed customer service but with it being new year I haven’t heard back yet. I’m flapping a bit now in case they don’t agree to refund everything I sent back.
Has anyone experienced this? Where do I stand legally if they won’t issue a full refund?
I'm assuming that there has been a mistake and some of the items weren’t scanned back in. I’m just worried they will say I didn’t send everything back and I have no way of proving that I did.

not with the company you mention but I had it with Debenhams last month. Was expecting about £150 back, got a refund of like £56 or something daft so assumed the same as you that things hadn’t been scanned in full.
Being my usual disorganised self I kept forgetting to contact them but then about 2 weeks later got a second email notification of refund of the remaining amount. I wouldn’t panic just yet, wait and see what they come back with.

That’s good to hear, thank you. Hopefully it will be the same in this case.

how did you get on with this? any luck?