Bad and dishonest service!

Very bad service and dishonest! We ordered a cupboard online and the color of the cupboard is very different to the picture. Before ordering, I specifically called the call centre to hear what the refund and return policy is. I was told that as long as it is undamaged and logged within 7 days - A full refund can be requested. Upon requesting a refund, within 7 days, I was told that they keep 15%. Absolutely ridiculous and dishonest! We then requested the refund and collection to go ahead and it has been more than a week with no contact as to the collection and refund! I will never order anything from them again!