No refund

I have used this service these trying time and fully understand that there won't be stock of all my items delivered but what I don't appreciate is the lack for refunding the monies to my bank account. It's interesting he when they cancel an order out right the refund comes through immediately but when they don't have stock or the refund of the extra 15% the charge never comes through. This is theft and needs to be rectified as a matter of urgency.