Seller has ignored me for weeks, is a refund possible?

[moxham1993]

I placed an order on 16th Aug and received it on 2nd Sep, but one of the pieces required for assembly was incorrect, so it's impossible to put together and use. I contacted seller on 2nd Sep and didn't receive any response.

I messaged again on 9th Sep and they replied that day asking if I would like a replacement part sending out. I agreed to this on 10th Sep but received nothing in the post following this.

I messaged again on 22nd Sep to ask if the part had been sent out and they replied on the same day saying it should have arrived and that they would look into the issue and get back to me.

I've messaged them twice since then, on 1st Oct and 4th Oct asking for an update but they've gone silent.
I decided to open an 'Item Not Received' request 16 days after their final response where they said they would update me on the whereabouts of the replacement part and 7 and a half weeks since I ordered from them.

It's now been 13 days since I opened the request and the seller hasn't responded to it and there is still no option for eBay to step in on the request page.

I can see that the seller is active as they have updated their page banner and store name, so they are clearly ignoring me. They have many negative reviews and reply to each one with an apology asking the buyer to message them with any issues they have (even though they hardly ever reply!)

I found this message "Your refund for this item was processed on {INR_DATE_REFUND_WAS_INITIATED}. You should receive your money soon. To check its status, select View case details." but the part in brackets hasn't changed in over 10 days and I've received no refund in my bank account. 

If my item isn't part of the eBay money back guarantee is there no chance of a refund? I don't want the seller to get away with this terrible customer service 😞

[mrdutch1001]

Your User name indicates your location as United Kingdom. This is the eBay Canada community forum. Might be best if you seek out answers on the U.K. forums so that any assistance provided pertains to the required buyer policies as set out for your country's location.