Terrible experience trying to return an item and get a refund

At the beginning of December I placed an online order for 2 pool loungers - these were delivered damaged and the delivery guy acknowledged that he was aware that these were damaged and noted that they were already damaged leaving the warehouse. We have spoken with the call centre numerous times and at first they wanted to swop these items out but we decided that due to the poor quality we wanted a refund instead. After many phone calls the tableview branch finally agreed to collect these items ( apparently you had to do all returns IN STORE. But now i have been sent a huge amount of paperwork requesting ID, proof of bank details, bank statements etc As Builders warehouse now has an online business – surely you should have an online return policy that allows for streamlined, hassle free returns with no inconvenience to the client. ORDERS ARE DONE ONLINE TO AVOID GOING INTO STORES!!!! AND SIMPLE STRAIGHTFORWARD RETURNS TO CREDIT CARDS ON WHICH PAYMENT WAS MADE.

THIS IS AN ABSOLUTE INCONVENIENCE AND YOU HAVE DEFINITELY LOST ME AS A CUSTOMER