Damage TV Makro Carnival

I bought a Hisense 65” smart UHD TV on the 6th October 2018 from makro carnival . I opened the box on the 7th October and installed the TV when switching it on the screen was damage, there was no indication that the box was damaged. I took the TV back on the 8th of October 2018. Today (6th November 2018) I receive a reply from Hisense and makro that they will not refund or exchange the TV as I did not have a box and my claim is rejected. This is a highly violates the consumer protection act and I will be writing to the ombudsman as well. I frankly have no more faith and confidence from makro. How could I have damaged the TV by using my hands to remove the TV from the box? The TV has never been used in actual fact it still has the plastic wrap around it. Every time we buy electronic item at makro we must test it at the shop before we leave??? Makro I am very very disappointed.