Very bad return service

I bought fans on the 20 Feb 2025. Worked well until the 16 March, scheduled a return for my take a lot acc to be credited In order to buy a different brand. Order was collected on the 18 March 2025. I’m now being told the box was sealed but there is only 1 fan in the box and not 2. I’ve been following up where my other fan is, today I get an email requesting documentation or pictures. Firstly they don’t give me any documentation but now they want that from me, secondly not specifying what pictures are required. Why don’t they provide all these rules on delivery so that I no in future. I’ve been a customer many years never experienced this bad service before it’s very concerning honestly. MRRN( MRRN-EJN9E-AQZ5)