10% deduction on my refund

<p>I got a shocking experiece at CTM westgate when I asked for my refund for tiles and materials that I never took delivery on 10% was deducted. When I called to enquire about the cancellation I was told I can cancell at no penalty within 6 months and now I was shocked to see 10% deducted on the refunded amount. I would like CTM to explain how is this possible.</p>