not honoring the warranty

I bought a defy 14kg top loader at MAKRO, 2 YEAR WARRANTY, the door snapped and closed shut, cracking and breaking the hinges of the door. 2 days later i contacted defy on instagram. they reached out and told me i would get a call from a consultant. only for them to tell me that its not covered by warranty and what what clauses... and its a cosmetic fault meaning i broke it. how the hell did i break it. and its not a general issue, so meaning i shud wait for multiple complaints before its a common issue and get it added on the warrant list. nonsense so disappointed.