Worst customer service from makro

I bought a tv box online and immediately returned it due to poor picture quality. I returned the item on the 10th of December and requested a refund which I was told to expect on the 24th of December, instead of getting my money back, they sent the item back to me. Now I'm being told their assessor declined the refund because "they" say product is in well condition and functional. How can I accept something with poor picture quality? It's as if I'm being forced to accept this product. I regret buying from makro. Their customer service is the worst I've ever experienced