Horrible experince with Makro online

What a horrible experience I had with Makro online. It's been months fighting to get my refund for returned items which were unopened and unused. On two occasions, Makro collected the items and rejected the return, keeping both the item and the money. How is this allowed to continue? I will be taking legal action and approaching the consumer protection over this. I don't intend to ever buy from Makro ever again.