Shocking service from Makro

I purchased a Black & Decker - 36V 4in1 Cordless POWERSERIES Extreme Pet Vacuum Cleaner in December of 2023. The item broke down in January of 2025. The item was an online only special. Now I am struggling to return the item as a courier needs to come and collect the item from me. The item has a 2 year warranty, I cannot return it via the Makro online website as the return period expired. If you phone their customer service they ask you to do a return via the website which is not possible. Something they simply do not get. I only received an update via email today after I phoned again for the 3rd time to try and follow up. It states again, to please log the return online! HOW!!!!!