Return faulty popcorn machine

I fail to understand the need for Makro support agents to request a photo of an item I have recently purchased online. The process requires me to select the Item I would like to return on your online store. The popcorn maker was purchased and delivered yesterday 20/09/2021. I went ahead and tested item straight away and to my disappointment none of my popcorn kernels popped after running this machine for 30min. I have checked everything possible and retried another batch. It became clear that the pot is not heating up enough to pop the popcorn. It is therefor an internal problem related to the element. In processing the return online and following the instructions, I have already packaged the item as instructed. To date I have not received any info regarding the collection. This was my first attempt to purchase from Makro online and if this is considered standard process then this will be my last.