Pathetic Service from Makro on return of item that was delivered to me as damaged

I bought line trimmer and hoover vacuum clear and was delivered on Friday 2024-11-29. When I opened the box the top part of the vacuum cleaner was broken. I logged a return on the same day, and now when I log into my profile it indicated that they are not able to return this product and I must send a WhatsApp to ***, which I did with no response after 3 messages. I email as well with no response. I need to know why I am unable to return this product as it was not even removed from the box and is damaged. The service is pathetic and this will make me not buy anything at Makro again. I need feedback ASAP or this will be taken the legal route