Refund from play.com but no money in bank but its on statement?

i ordered my daughter a touch screen internet tablet for her birthday but the touch screen never worked so i sent it back to play.com and a few days later i had an email from them saying the refund would be in my bank account within 3 days (i paid with debit card) well we are now on day 4 and when i checked my bank online my bank statement says the refund was put in my bank 2 days ago but even though it is showing up on the statement it is not showing as available so i still can not touch the money,is this normal? and how long will it take? or do i phone the bank or play.com? im really confused as i thought once funds show up on the statement then thay could be used but not in this case.thanks