Worried customer

I've bought univa 4 plate electric stove last year june.In January the stove was not .I reported the stove but nothing happened till to date.Then. i send an email to complain department.The answer i got from Fezile was that i should pack the stove as it was packed when they deliver it and send the stove back to where I've bought it.Then my question to him was i don't have the box I've destroyed it,because I've never thought the stove will stop working within six months.Then he said I'll have to pay 15% of the cost.Now i asked myself that their factory machine do the packaging.How will i be able to put the stove back in the box?How is that possible?Or they are trying to bully or scare us.Now we are eating take aways,which we can't even afford.As for the baby we have to ask neighbors to warm water or cook food for her.Soon they going to get tired of us ,while we are stuck with a new stove.