Coolwinks — product not delivered and issue in refund.

I had a voucher from gp and i used them for purchase via coolwinks, but they didn't delivered the product, saying my number was not reachable and i made a call and gave another number. Now they returned my order. So, i expected a refund, but they are taking 40% of my payment. I have at least made 8 calls. Its pretty sure that this is not the way to treat a customer and hence i need my money back. Or my product. Shopping with this company was completely un satisfactory and i am totally disappointed on the way they treat their customers.