No refund after being advised to start a new order and ask for refund.

I have been a loyal customer for over 2 years. Yesterday 17 May 2023 i made a order, but reaching the pudo boxes i found that my box is a tat to big for the large locker and request a x large locker, the door to the bigger locker would not open. I immediately contact customers care for assistence, they let me know that i can take my box to the White River kiosk. Getting there the person advised me to make a new order and ask for a refund. So i did make a new order, only changed from depositing the pox to pick up. When i asked for a refund i was denied. I feel that i am not at fault here and they should refund me. I still used Courier guy for my order, but they tell me i have to go read the terms and conditions. Customer care is slow and not everyone have all day to wait for them to respond. I would not recommend them to anyone.