Not willing with screen not working

Bought a screen and I was unable to get the display port to display, bought a new cable and an adaptor for the screen and it still would not work. Logged a call and they told me they can collect the screen or I can drop it off, decided to be nice and dropped it off , only to be told they are understaffed and they are unable to look at it they will look at it the next week. While dropping it off I discussed returning the screen and paying in to get a different one as I was having serious doubts about this screen. The next week I get a mail saying they cant return it as it's not in the original condition and the photo they attached was of a tiny scratch at the back where I was trying the different cables and adaptors to get the display port to work. They then also said it works and I need to collect the screen from them, I asked if the cant return it to me and they said they cant as Ill have to pay insurance or something. So if you buy from these guys don't expect to be able to return items and unless you live around the corner from them don't try and be nice and return the items let them collect it as they won't return it to you without a fuss. You go to their offices and nobody tells you how it works, you have to get a ticket, but if other people in the que dont tell you or you happen to look in the right corner you'll never know. Got my ticket, patiently waited and started seeing people that arrived after me being helped, i went up and asked why, was told my ticket is a collection ticket and i have to go to collections, again nobody tells you and there are no signs up. Best part got home screen still doesn't work