Don't place orders with Snatcher online!

Appalling. Placed an order for R1894.59. Now they can't deliver all the items. So I cancelled the order. Not due to change of heart but because they can't deliver the items that I really want. So I've been told that they will charge 15%. Please take note that this in not mentioned in their T& C's but in there Returns Policy. 7 emails later I'm not getting any feedback from them. I keep on getting no reply emails stating that my parcel is on its way. So once I accept the parcel the 15% kicks in and I'm responsable for the costs to send it back. I told them that I will put my complaint on Hello Peter and go to the Ombudsman. This doesn't scare them off. Still no communication. I tried phoning them aswell. The answering machine states that: due to the nature of our business we no longer accept phone calls. So how must I communicate with them if there is no feedback. Be aware!!!