Hey, I paid in full back in December. less than 14...

Hey, I paid in full back in December. less than 14 days after that I changed my mind because I was told I'm going to need bone grafts on my jaw. I asked for a refund. I sent back the unopened impression kit as Monica in accounts told me this was part of the process. I was told that they would keep 20% retainer fee for their troubles and I thought that was fair enough even though no work had been carried out what so ever. So I sent back the unused unopened impression kit and heard nothing back! I got an email months later to say that they had received the kit (maybe the postal system was messed up with Covid19, I'm from Ireland). So I wait to hear back within 14 days as it states on the website. I dont hear back. I make contact several times and when I say several I mean, it's actually ridiculous how many times I made contact and had to repeat the same story over and over again and I kept getting told that they would flag it with management etc. Then I was told the refund request was denied, no explanation, no effort to resolve the issue. They didn't even make contact with me to notify of that. It was only after three days of trying to make contact that I finally got a very short email from Shelly to say it was denied, no explanation or effort or even advice on where to go from there in regards to the whole thing. Didn't even offer to send the impression kit back to me. So I got on to them explaining that they've taken my money and provided me with no product, that no work has been carried out and that I changed my mind within 14 days. I question why did they ask me to send back the impression system if the request was just going to be denied. They said they would start the process again as they said it was denied because they didn't receive the impression system on time. Nowhere in their terms and conditions does it state that the impression system needed to be received within a specific time period when paid in full. Also Monica from accounts mentioned that once the impression system was received that the refund request process would then be started. To date I have received no veneers or refund. No work was ever carried out on my case and the initial impression box was never even opened, I sent it straight back and followed procedure. They have failed to respond within the stated time frame (not the one in their terms and conditions, but the one I was told by Monica initially when she explained the refund process to me). They have also failed to provide me with any product or resolution on the case. So basically I'm over 1000 euro down with nothing to show for it except frustration and a very negative experience. I would give them minus stars if I had the chance.