No Refund and no pick-up

JD COMPLAINTS: ***.

The courier arrived and wanted to do an exchange. Even though I explicitly asked for a pick-up and no exchange, I wanted A REFUND. My instruction when I complained about the faulty TV Unit was very clear- I want a refund. I can't store this unit in my house- it's bulky and it's a piece of *******. Please collect it.

The courier did not want to collect the faulty units as their paperwork said "Exchange" and it needed to say "Pick Up".

Can some urgently correct this and arrange for a pick up and not an exchange?