Second hand products sold as new

I ordered an 8L Suncrest airfryer at Makro on 2 August , firstly they took about 2 to 3 weeks to deliver it and now it doesn’t work anymore. I have brought this to customer care at Makro , spoke to Sothembela this morning and I was told to download the app because my past orders are not appearing on the website . I am struggling to log onto the app and now I can’t get help . Apparently the product is from one of their sellers so I must log a return myself . This service is appalling , the quality of the product itself is questionable and I am very disappointed with the service . I am not interested in having it repaired and I just want my money back . Your sellers are selling us below standard products yet you want to affiliate your brand with such . I have received terrible service from the start and I am very upset . Can someone sensible look into this and give me my money back .