Snatcher snatches money and doesn’t deliver!

I submitted and paid for my order on 3 February 2024. Per their “delivery process” delivery is between 7-10 business days. When I enquired they told me it is a ‘lead item’ and takes longer. Per the website a lead item is dispatched within 7-10 business days. There is no different delivery time on delivery process for lead items. I have brought this to their attention to no avail. I tried to call them, on hold for 27 minutes, from “ your next in line” you get pushed back to “fourth /fifth in line” various times without the call being answered. As they breached their own delivery times I have asked for cancellation and a full refund. They indicated a 15% penalty fee for cancellation despite the fact that they are in breach and unable to deliver or tell me exactly when my order will be delivered.