Sleepmasters Alex Mall

I made a purchase at Sleepmasters Alex Mall and paid a full amount for the mattress, and I advised them that I come collect later, it happened that my husband bought the mattress as well so I wanted to cancel mt purchase with them because the mattress was purchased already I send the bank statement and id copy together with the invoice they just taking forever to refund me and telling me about he 5% penalty that must be deducted from my payment