Incorrect Item return - Loot.co.za warning not to support this online store!

I ordered earphones from Loot and received the incorrect earphones. There website return policy states "incorrect info/ Incorrect item -7 days of receipt -No collection charge as well as Incorrect items. We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website. We will usually need you to return the item to us at no additional cost to yourself. Please log a return within 7 days, where the item is not what you ordered. I have followed these rules and yet Loot wants to charge me for collection. I am so disappointed with there service and excuses. There is an "excellent service" review on hello peter from one of there staff members? If only they service there customers they would not have to get there staff to falsely up their rating.