Unacceptable practices

I ordered an item ord 30764 del was to be 7-14 days Item arrived a month later and was the wrong item. It is impossible to get hold of them telephonically and e mails do not get responded to After lodging a review on Trustpilot I had an email from them apologizing for sending the wrong item. and was referred to their terms and conditions They informed me that I have to return the wrong item to them at my cost. And that I will forfeit 35% of the purchase price. Before they will refund the balance after 14days. I did order the right item and the order was confirmed by them. I find it unacceptable to pay 35% and courier costs for an obvious fault of reliable store