Refund

I ordered party items for my sons upcoming birthday on takealot.com and due to the passing of my grandfather we have cancelled the party. I have requested for a refund and the return of the items. Shortly after I received an email with my refund and they are refunding me 10% of the value of the items. I sent them an email asking how they got to this amount, they still have not responded. How do you get to 10% of the value of the items? I am mourning the loss of my grandfather and now this unnecessary stress.