Unhappy customer

I bought a Smeg kettle @home wonderboom, Pretoria last year November 2023. It is still under warranty. The paint on the kettle is starting to come out. I called the store to return the kettle for repairs since it's still under warranty.however, I have lost the box. Now they are saying they can't help me without a box. I have lost the box due to unforeseen circumstances that were beyond my control. I have proof of purchase. How is that fair? I cant be assisted because of a box