SNATCHER-delay in goodies and 15% is charged for cancellation.

i have shopping from snatcher for more than 3 years lately their service is very poor. i made a purchase order number 336651 on 24th November and to date i haven't received anything and no feedback as to why the hold up. on Wednesday 6 December i sent a mail to follow up on my order or to cancel if there is further delay and yesterday i was advised that 15% will be deducted on my refund, which i find strange and unfair as i was the one who followed up, i need my full refund as they the ones who caused a problem in the first place