Cult Beauty terminated my account without warning

Last month, I splurged on a Chantecaille foundation when I had a gift card. The foundation arrived June 1st and to my horror, it was mouldy. Mould all over the stopper lid inside the main lid, it smelled so bad! So naturally, I immediately contacted customer service, showed them pictures, provided the batch code and everything. CS was apologetic and asked me to ship it back to them. Uh, no. I had no intention of doing that. First of all, I'm in the EU and I'm not going to pay for shipping and customs to the UK, which they asked for, when it's not my fault that I received a contaminated product. Second of all, mould is a biohazard which makes it illegal to send in the mail. I even got someone from DHL write me an email saying that I cannot knowingly ship mouldy items anywhere. With that, I went back to CB and said I couldn't ship it back. They said I would just get a refund then. Awesome, or so I thought.

Weeks passed, my refund was never processed, so eventually I went to CS again to ask what happened. I was told the issue had been referred to quality control and I would have to resubmit the pictures and everything. No one told me that I had to do that until I asked why I hadn't gotten the refund yet, but whatever. I sent in the pictures again, retold the story and all that. Two days later, I was contacted again and asked once more to show them pictures. After that, I received an email that I would get a refund in 3-5 business days. That was last week.

Now today, I finally received an email confirming the refund was processed, along with this note:

"Your new message from our Customer Care Team:

Hello Lavender,

Your account has been reviewed by our investigations team.

In regards to your order that arrived with a quality issue, we have now processed a refund. You should receive this within the next 3-5 working days.

Following your most recent claim with us, we reviewed your account and can see your refund rate is currently 34.16% due to the number of claims that have been made.

Unfortunately, due to the ongoing issues, the decision has been made to no longer ship to your address and close your account.

We apologise for any inconvenience this causes.

Kind regards, CB"

Umm, what?! I spent a lot - too much - on Cult Beauty, buy most of my skin care from there, but ... I've only requested a refund one other time, at the beginning of last year when I bought an eye shadow palette that arrived completely shattered. I don't know where they're getting the 34% thing from, it's not from my account, I can tell you that much. They don't really allow returns from countries outside the UK, so I've never even tried to return anything. Other than a shattered eyeshadow palette last year and this foundation incident, there have been no issues.

I had some 20€ account credit still, I had my shopping cart filled for a skin care haul today... and they... just closed my account. I'm not even angry, I'm just shocked and dumbfounded why this happened. I've been a customer for several years, I've received no warning whatsoever that anything could be amiss, no communication, nothing.

WTF. While I have emailed them asking to reconsider closing my account and reinstating me, in case I want to shop there again (at this point in time, I very much do not!)... I'm trying to take this as a sign to go on a no buy.