Shoot, I swear I typed out a reply to this awhile ago, but I guess it didn't go through!
need to add the free ribbon to your cart. You should be able to email Donna & let her know & they'll add it to your next order if you didn't get it on your first.
I don't know if you can get a refund... that'd be something to ask Donna, too.
Are y'all in the yahoo group? I think that's the best way to get some answers, there's some very Ribbon Heaven fluent people there.
If you're not, go to this link: http://groups.yahoo.com/group/RibbonHeaven/
request membership & include your invoice # for your membership & the name/email your membership is under.