Order: B***-01 Returns

Hi bought XBox controller online on the 26 July 2024. Controller is not working. I returned on the 24 August 2024 at Canala walk hi store and there refused to take it and said I must return it online. Same day on the 24th August 2024 I emailed Bash online for returns , now they saying I must return I term at store. I don't know what to do anymore.