Horrible online company

I find their return service extremely poor and overall communication. I wanted to return items and the way the emails were worded for the return is as though I bought my items off the a street market. I've purchased many items online and have never come across a place that treats its customers as strangers post purchase. I was told I must alsp return the items myself and also pay a levy of 15% handling fee. I would definitely not be buying from this place again.