Damaged Walking Pad and *****ulent conclusion of a returns tracking!

I bought several items which included a walking pad from takelot,com, on 27.03.26 which were delivered on 02 April. Due to my busy schedule I only unboxed the walking pad on 10 April, which is when I discovered that it was damaged. I immediately logged a return on the same date and I was informed that the damaged package would be collected and exchanged. To date, I keep receiving messages informing me that the package will be collected, despite several emails and calls to their call centre. When tracking the return on their app, it shows return concluded on 29 April, despite the fact that the item was never collected.