Makro sells faulty second-hand goods without informing customers and now refuse to refund

I purchased a laptop from them in January 2025, the laptop is faulty as it blacks out, blurs and pixelates frequently (evidence of this submitted to Makro on email). I contacted Makro several times via email and their customer support requesting that they replace the laptop, the reason I need an immediate replacement is because I use the laptop for work (I run a small business) and cannot be without it for more than a day.

Makro then sent a courier to collect the laptop without a replacement and I did not hand over the laptop as they could not even confirm delivery of the replacement. I have spoken to Makro again and I was advised that this is not their problem as online orders come directly from suppliers so the supplier would need to do the replacement – in spite of the fact that my transaction was directly with Makro.

I was also told that the laptop is most likely not new and was taken from “The Marketplace” apparently Makro sources products ordered online from a marketplace (“like Facebook marketplace” these were the exact words of the agent) so they actually sell products that are second hand/used without disclosing to customers, we think we are buying new products.

I have given up on the replacement and requested a refund – Makro now refuses to refund my money and say I don't qualify for a refund