Returning of goods to Makro on Line

I bought 3 kettles on line from Makro. 2 out of three were dented. I returned the dented kettles only to receive the same dented kettles in broken boxes. I'm having a problem with Makro to uplift those kettles. It's been going on since June which was within the 2 weeks given for lodging a complaint. Today I've corresponded with Obakeng Matheba who informed me that it would be difficult to refund me.. Is this what Makro's policy is all about. People be warned.