Paid a shipping fee for goods not received!

I placed an order at Mr Price on the 31/07/2021 and called in on the 1/08/2021 to cancel .The agent I spoke to on the 1st and 3rd August confirmed that I would get a full refund because the order hasn’t been processed.According to the return policy , I wouldn’t be liable for a shipping fee because the order was not yet sent for shipping. I thought because I cancelled the order within 24 hours , I would not be liable for any shipping fees little did I know that using Mr Price’s website would mean I have to pay. I called again on the 3rd and 4th of August and I was told matter has been escalated. Days went by and I resorted to their social media page and someone called me , they lady I spoke to said I should have cancelled the order immediately but how would I cancel an order at 10pm . Who would I talk to?They finally decided to refund me on the 27th August but without the shipping fee.

In a nutshell , I paid a shipping fee to use Mr Prices Home website. What do they have a returns policy if they will not comply with it.