Sent me a used product and won't exchange it

We ordered a Bob Dishwasher from Bash which is very expensive. It was bought on my TFG account and half was contributed as a voucher. On arrival the box was wet and the packages have been opened before. I know what must be in the box and half the components were not there and the components that were there were no longer wrapped in original packaging. It was just loose and wet.

I contacted them via the chat and was told it would be collected. I then received emails saying they are not replacing it but just collecting. I assume a credit now but not sure how that will help. We will have to buy it again I guess but then the wait starts. It was bought as a gift for my wife and now there is a longer wait.

I need this item replaced with a new unopened one. a Lot of effort on my side too when Bash did not care to give me a new one but one I could only guess was returned already.

There is no phone number for them and they don't bother calling you either.

If I re-order then I might find no stock. What happens then?

BASH please send me a replacement urgently. If it's a refund then when are they giving me credit and when are they collecting the one standing in the middle of my house and in the way?