Snatcher poor service

I cancelled my order after 2 weeks of non delivery. I was informed that they take a cancellation fee of 15%.....at this stage my order was only still confirmed and not even processednor shipped. I reluctantly agreed to the cancelation fees and sent my banking details as requested. I was informed that the refund takes up to 7 days when I requested proof of payment. This was on the 14th of November 2023. It is now 13 days later....still no refund and no tesponse to my emails requesting an update.