Rob customers and bad service even from call centre agents

i have a bad experience bought books online order no 235469 and it was an eft for R7445.00 i received an email that they will partially deliver my books an they dispatched my books to the bookstore so when i went i wanted to cancel the order and the person at the bookstore advised me that i need to send email to *** so i wanted a refund and left the books didnt collect them now they dont want to refund me they telling me about 10 day return rule but on the website it says 14 days which doesnt specify it working days excluding weekends according to me i was still within the 14 working days excluding weekend they have ****** me money and books is still in their position as i never collected them , the agent dealing with my query dismiss me and willing to attend my query this was a last resort as need assistance