Distinctive Spaces contradict their terms and the Consumer Protection Act

I purchased a flower pot online for R2169 on 3 June 2023. I was told they would quote me for delivery but only after I paid for the product. The next day I got an email quoting R1000 delivery! I emailed back immediately to cancel my order as I was not expecting the courier to cost half of the pot! I requested a refund. I got a phone call to tell me they charge 20% handling fee. I asked why as nothing had been dispatched and nothing had yet to be returned (which they even confirmed on the phone because courier had to be paid first). Helen (who I spoke to) told me that I must refer to their terms and conditions. I asked for her director to call me - nobody did. She actually emailed the terms and conditions after the call.... I paste them in full below... they are definitely NOT saying they will charge 20% fee for an immediately cancellation?!! I queried the 2 specific clauses which allude to a full refund: Clause 16.1.1: "You may cancel any order for non-customized products free of charge for a period of 7 days after placing your order, provided it has not yet been couriered, posted or shipped" and 16.8 "We reserve the right to deduct a handling fee of 20% on returned goods.”

I had to chase her for my refund (3 emails) - it took them 3 weeks to process AND in addition to that they only refunded me R1735.20 (less 20% of the original fee) - they just ignored my email pointing out to them that their terms do not say that they charge a 20% handling fee for a refund! They are now ignoring my emails and nobody is answering the phone.

I would definitely not recommend this company to anyone and certainly would steer anyone away from purchasing anything online from them! I do majority of my purchases online - never have I had this experience!

Here are their terms she emailed me in full:

Refunds Returns & Cancellations 16.1 Cancelling order before delivery 16.1.1 You may cancel any order for non-customized products free of charge for a period of 7 days after placing your order, provided it has not yet been couriered, posted or shipped. If you have submitted an order and wish to cancel, please check the status of your order first by contacting the company via email or the contact details as found on the website. 16.2 Returning products after delivery. 16.2.1 If you are not happy with the products you ordered for whatever reason, you may return the products delivered to you within 24 hours after delivery, as long as: 16.2.1.1 the products are not used in any way 16.2.1.2 the product is in its original, undamaged packaging 16.2.1.3 the product is complete and in its original form 16.2.2 You cannot return: 16.2.2.1 products that have been tampered with 16.2.2.2 products of which an affixed seal is broken or packaging is damaged 16.3 In the event you return goods because they are damaged in transit, or an incorrect product has been sent (Non conformity with your order), we will pay for the ship-to and return-shipping, postage or courier costs. 16.4 In the event you return goods for reasons other than damage or non-conformity with your order, you will need to pay for the return shipment. 16.5 Refunds will be issued based on the original form of payment. If you paid via bank transfer you need to give your bank details to the company when you initiate the return so that we can refund the money directly to your account. You will receive your refund after the product has been returned and processed. 16.6 If the product is confirmed faulty/defective by the company, we will then send you a replacement at no extra cost and refund you of the shipping fee you incur in returning the item or we will refund you of both the item and shipping fee. 16.7 For more information on refunds, please contact us and we will assist you as soon as possible. 16.8 We reserve the right to deduct a handling fee of 20% on returned goods.