Markro! Refund the USED product I received!!!!

Makro online is absolutely atrocious! So much so, that the courier company gentleman said, its commonplace to deliver the one day and the next day to be back to collect the item for a return! On the 24th of April we received our Parrot Shredder, only to find it being a used machine with paper still stuck in it!!!! We immediately logged a return and the machine was collected the next day. Twice Makro phoned where I was unable to answer the call but I phoned back asap! The call just keeps on cutting off, and trying to go through the Woodmead branch is useless as the returns department simply does not answer! I should have had my refund by now!