Superbalist doesn’t want to return and refund me for a defective product

Superbalist.com doesn’t want to take return of their product which is defective and in line with their returns policy. I have been going back and forth with them for the past 3 weeks. They don’t check their suppliers and their stock then give that stock to us customers who work hard to buy those products. Now I’m sitting with a defective product and a company that doesn’t want to know a thing about and superbalist is a big retailer returns and refund policy should be done without a hassle but here I am crying for my money.