Reject return.

I definitely been getting calls from makro about my assaulted case, I also asked about my stove that has not been collected since I placed a return on the 20 of March n promised to collect it in the 24 of March. No calls were made regarding my return until yesterday makro called n I asked them about it and they promised to look into it... To my surprise around 8pm they say "return has been rejected since on their assessment and policy is that it doesn't qualify for a return". How can it be their assessment and policy work after they promised that they'll collect it within 2-4days and after a week has passed, they're sending me these? Makro has emotionally hurt me cause I can't use the stove because it's damaged and the sad part about it, it's that I bought the stove for business and now my business is struggling cause i paid a full amount for the stove only to open n find it damaged... I waited a whole week for them to collect so that I can get my refund n repurchase but now they're telling me something else... I so regret making my purchase there cause I've been beaten by their courierguy and now they're emotionally hurting me..... How do I work with a damaged stove? I wish there was an option for adding pictures so that I can attach them here..