Free Return???????????????????

Twice I have been disappointed. First when I received a defective product which required much communication to sort. Because of this experience, I decided to cancel a new order. The result is a 15% handling fee. They hadn't even got to the point of sending the item. The terms of return document to which I was subsequently referred, is contradictory. It refers to "Free Returns" and "15% Handling fee" in the same document.