Refund process if completely useless and makes it almost impossible to return damaged goods. Must be against consumer protection act!

I am a corporate customer. I have been trying to return a damaged product (office chair) in what was an initial delivery a complete mess in two parts. Items were delivered but until recently was reflected as "in progress". Hence could not return goods via the App. Despite numerous emails and calls to returns the goods still no success despite hopeful call on Saturday the 15th. I do not recommend using Makro online as its service is completely useless, especially after sales service in dealing with an issue.