Laptop requesting a recovery key/ bit locker

I am very disappointed in the way the business has handled my request for a return of a laptop I bought in December online and I hardly use the laptop for anything. A week ago, the laptop suddenly prompted me to put a recovery key/bitlocker which I have no knowledge off because the laptop has had no installation since I bought it. I then logged a return on the 28th of Jan and requested the laptop to be picked up on the 3rd of Feb. Today is the 5th, I had no communication from the store until I sent a follow up message to them and got a call from their contact centre stating they will follow up on my request. I am told this laptop belongs to a third party and they can’t provide me with the contact details of the provider. I am very frustrated and disappointed with the service provided because I bought this laptop for my studies and I literally cannot do anything, to me it is as good as dead. I strongly believe that this laptop is refurbished and I want to be proven wrong.