Unhappy customer

I bought a TV box stick online only find out that the product is not what I'm looking for so I contacted Makro they gave steps on how to return that product but I struggled I called them I think 5 times explaining my problem, I send emails with the picture that I get but they keep on sending me those steps. I don't see my previous order but when I called give them order number they find it on thier system so I don't understand why they can't help me to return it. They even send me email explaining that after 10 days they won't be able to take it back