Worst Online Store

This is the worst experience I've ever had with an online store. Their phone lines are offline due to covid which is understandable but they take around 5 days to respond to emails. Their return system only gives you the option a day or two after you receive the item. Upon receiving the goods, I checked the size and decided I would need a bigger one. I tried to return, but not option, wasted time checking all their help. Sent an email. Then 2 days later, option was available but I didnt want to duplicate a return since I already emailed. Very frustrating. Eventually, 5 days later, they said use the return system. I did but then the return amount was 20% less than I paid. How can you not allow full refund returns especially if the item is unused, I even tried to initiate a return within hours of receiving it. Queried it but no response and already somebody was calling me to collect. 5 day delay in communication is ridiculous. Wont ever buy from here again.