Lack of service

I bought a handheld sewing machine in June, I only used it now after I made purchase and I see that the product is not doing what it says it can on the box. used a piece of cotton material but the stitching does not hold. It comes of the material soon as I take it out of the machine plate. The machine actually sounds like a toy to be honest. I also bought body innovation anti cellular massager and took it out to use now. The on and off button dont wanna move, or I cant move it to switch it on its like it stuck or something. I only unboxed these items now bacause when i bouth these items we were in a process of moving house and I didnt have time you use it and could not remember where we put it away. I do not want any monies back, I'd happily take other products in exchange for these products. I've emailed Snatcher and one of their consultants came back to say they cant assist as it's outside of the cooling off period which is 7 days, I understand but given my circumstance and the fact that these items are stil unused in it original packaging and I can't make use of it, the company could atleast try to assist me.

As per your website one of their promises are to "assist in every possible way" one of the values are accountability And service delivery that is ensuring customers get what they paid for. All I'm asking for is to return these items for something else as it's stil in its delivery package, unused.

Or maybe they could refer me to the supplier so they can refund/exchange the items. The massager I can't use,as the on/off switch is not working, same thing with sewing machine its not sewing and keeping stitching. I'm so dissatisfied in the lack of service from Snatcher. I've been buying from them over the few years and have never had any issue.