Damaged Edgars store item

I purchased something online from Edgars. I asked the courier if I can open the box before he leaves, just yo check if everything is in order. He refused and said if something is wrong with the item I need to take it to a store and they will refund me. As I expected, the item was damaged. I returned it to the Zevenwacht store where I am told they can't refund me. The online team needs to refund me but they will keep the item so long in the store. Really now?!!