Very bad service rendered

I haven't received my refund on order no 276821 . I have received my items on the 26th of May and on the 29th of May I have logged a return on a car cover which I believe it's a factory fault , the size is medium but when you open it it can cover the truck 🚚 , when Nqobile promised that an agent will call me shortly, she just sent me an email that she is going to deduct 15% of my refund as per policy but the policy states that if you made Snatcher aware of the problem within 7 days you won't be liable for the costs . So Snatcher I need my full refund of R189.00