20% Charge for Cancellation of lay-by

I made a lay bye at one of your stores …. But due to unforeseen circumstances I had to cancel it within the 3 months ….. I expected to get my refund but was advised that I would be given a gift voucher… non of this appears on the T&C s on your slip….. I was fine with the gift voucher because I thought I would use at a later stage

Shock of my life when I was told I’m going to be charged 20% for cancellation…. Please make it make sense to be as a customer that still wants to shop in your store in future (how is it that I’m charged 20%for cancelling and not receiving my money (via credit card as paid) but only receiving a voucher)

T&Cs of Laybye were not communicated prior if they were I wouldn’t have even bothered