Rubbish Service - Buyers Beware!!!!

Ordered a bag, it arrived and it looked cheap and tacky, so I emailed to say I would like to exchange for a dyeable bag and could they dye it to the same colour I purchased. They don't offer this service. so returned over a week ago to them at the address they provided. I have been informed to day that firstly it was returned outside their 7 day returns policy....distance selling rules by law are 14 days! once I made them aware of this, they told me they have not received the bag back and if I want it returned to me I have to pay £3.95!!!! told them to keep it!!!! Worst onlune sales experience I have ever had!!!