When, it takes a little while, especially at this time of year?

They will eventually sort it out for you.

BTW, it's 30 days and not 14.

EDIT: More info:

It's 14 days, no questions asked, for an In Dev title (whether you've downloaded it or not). Otherwise, yeah, 30 days.

EDIT: More info (§ 6.15):

Unfortunately, there is no direct option for making use of the refund policies. You should be good to receive a response soon if you filled a ticket under "My orders, payments and downloading games".

GOG is usually quite quick to respond to tickets regarding money, but you should give them about two business days. If you haven't heard back by then, then reply to the automated email you received (you did get one, right?).

Also, they're going to ask you for details regarding the purchase, like payment method you used, and uniquely identifiable data (e..g. PayPal transaction ID, last four digits of credit card, etc.), so best have them handy when you hear from GOG.

And as others said, it's 30ds; note that so long as you submitted your refund request within the eligible period, you're fine.