Exotic Recovery

I have a relative in UK who loves a particular product from this company. I went on the website to order some items and a checkout saw and option to ship internationally. I paid for the item and shipping and gave the UK address.
Paypal was used and order was confirmed. 3 weeks later, nothing was received in UK so I contacted Exotic recovery to inquire. I was told it would be an additional $44 on top of what I paid to mail 1 tube of potpourri and it would not be shipped otherwise. I explained that their own website allowed me to pay and order for this to be shipped and they should honor the purchase. They refused. I am still waiting for a refund of $31.00 . The man I spoke with was unhelpful and did nothing to try to resolve the problem. It is very disappointing. I will not give them my business...ever!! Not even from a retail store.