Faulty product returned 18th October and has been lost

My faulty product was returned on the 18th October to Makro via Courier, it seems like between Makro and the courier my product has been lost and no one wants to take responsibility. I am still waiting weeks later with no update or feedback from Makro despite providing proof of receipt that my product was returned. Absolutely shocking customer service- almost 3 months down the line and have gotten no where. The product is obviously still lost so I should be getting a refund - someone needs to take responsibility here ?