Hisense U40

My 3rd time I log the return phone was collect,recieved email today that state: The OEM will not accept the same from us, unfortunately, we will not be able to accept as well. We are terribly sorry that we are unable to accommodate your request.After they recieved the link for the unboxing of this specific phone.In the video is the evidence that there is only one charger,how many times I have to explain I dont know,I just want my refund back please,I just sent them an email with an unboxing video attach,want to see what the outcome may be.