Makro 14 Days Refund Policy is a LIE

Bought 3 weeks ago a Defy 6kg Washing machine from Makro Silverlakes. From day one it is noisy and off balace. I've communicated via email to Makro Customer Care. They refuse to exchange it for a new one or refund. Till today no Technical guy was at my house to see what the problem is. The last email from Makro stated that I must remove the brackets at the back of the machine to see if it makes a difference and they will send my complain to Defy. My question is why do Makro have a 14 Day refund policy if they don't comply. They state that the appliances must be in the box and not used, but How will you know if something is working properly if you not going to use it first. And from we installed it it wasn't working properly.