Refund

Hello I am struggling to get my refund from makro I have logged a return a on February they collected the item but now they are telling me stories and lies about my refund saying it’s on finance department all of a sudden they say I have used the item and it has scratches wich they are lying I have never used the product as I have made a wrong purchase so I am disputing what they are saying I want my refund asap Thank you