Coinpayments confusion

I requested a refund from coinpayments.net and only received half my BTC. They sent me the email below. It’s all one paragraph originally but the part in the middle is badly written and confusing.

Can someone explain what it says more clearly or simply? Thanks.

If you sent funds that didn't confirm in time to complete the transaction, they will still need confirmation on the blockchain

and be at least the network send fee times two before we can return them to you.

Only after they have been confirmed on the blockchain will you receive an email within 8 hours with a link to claim the refund.