Makro on line - worst experience ever!

Bought online item from Makro 29.01.24 - was incorrect - battled to get them to collect item for refund. Only after reviewing on Hello Peter did they collect on 26.02.24 - gave me no paperwork just took item and left - since then I have twice requested information about my refund and have twice been ignored. No response whatsoever to my mails. No good phoning customer care they just say it "will be escalated". How do I get my money back? This has been my worst online purchase experience ever! Come on Makro, refund my money.