Terrible Refund process and still won't return badly damaged goods

We ordered a Defy Oven on Makro, it was delivered quickly, I unwrapped it just over a week and a half later to find it completed damaged, It looked like it had fallen off a truck, completely unusable. I logged the return on the website on the 13th day of having the item. Nothing happened, no acknowledgement or email Two or 3 days later I relogged it and received an email, which they rejected because there were no pictures, there is not place on the website to upload a picture and there was no contact from them asking for pictures?? I relogged the return and phoned the call center to escalated the matter, where I was able to finally send the pictures. Today they rejected the claim saying it's past the 14 day return period, despite it clearly being damaged. I've relogged the return! Terrible service and return policy especially considering it was damaged before I even received the item. Doubt I will purchase from Makro again.