e-commerce sites are totally automated, and there isn't a human being in sight until the order gets to a fulfilment house. There, a warehouse picking note is generated, and a human being collects the item from the shelf, barcodes it, and sends it to be despatched.
The company that actually makes the product isn't involved in the process - until a complaint is received. The delivery charges are paid to a courier company, and of course the tax goes to the government.
If your order was placed with a UK address (and Symantec are here in the UK) you are entitled to a full refund of the product cost. How long after the order was placed was it before you sent the cancellation? And how long after that before Fedex knocked on the door.