Come fetch this stove

I bought a new defy electric oven and gas stove after my previous one burnt down and defy does not have the parts. Unfortunately my new oven you cannot move the shelves as they do not fit in other shelves. When the oven is hot the shelves cannot move and so the oven is now damaged from the shelf being stuck. I have spoken to your registered company in Eswatini and sent them videos and they have come out to look however they are still awaiting a response from you. I actually do not want a replacement as this is absolutely awful like this and who knows if I buy a shelf if it will fit, I would like my money back especially since it’s less than a month. Please arrange to refund Hoageys so they can pay me back and come fetch this stove