Makro Online purchase - Return of goods service

Bought online a Hoverboard 6.5 for my grandson as a xmas gift, when received it doesn't charge. I have requested a return on 26/12/2024 and up until today I have not received any feedback from them for the pickup as this is online and can't be taken to a store. I followed up 2 times with no success. This gift is a value of R3100 and so dissappointed in the after sale service.