Refund

I placed an order online with Sound FX Entertainment. Their website states clearly that payment needs to be made in order to secure your online order. The order was placed in advance. After payment was made I was informed via email that their Jhb branch was closed and I would receive a refund LESS 10% for \HANDLING FEES". How is possible to deduct 10% for something which you haven't supp**** and/or have no intention of supplying? """