Clover Fitness - Refund not processed

Good afternoon,

I would like to bring up an unpleasant situation that has been ongoing for over 2 months, and I have been trying to resolve it through emails to the company with no response.

On 20/08/2023, I made the purchase of a refurbished T4000 smart treadmill from Clover Fitness for the price of €308.
After receiving the order, I found that the treadmill was broken, dirty, scratched, poorly packaged in the box, and not functioning.
I initiated the return of the product on 22/09/2023, and I immediately informed the company that I wanted a refund of the amount I had paid.
The company responded, saying they would send a new unit. From the beginning, the customer support has presented many issues. Most of the emails I send receive no response, and the remaining ones seem to ignore my request and respond completely off-topic.
Nevertheless, I continued to insist on receiving a refund and that it no longer made sense to continue with this process, which has been very frustrating.
On 16/10/2023, I received a refund of €270 from the company.
I promptly responded that I had paid €308, and there was still €38 missing from the refund. Clover Fitness replied that in case of order cancellation, the costs are at my expense.
In summary, they sent me a non-functioning product, and I am expected to pay for the shipping and return costs. I request the resolution of this situation, which has been ongoing for quite some time, with the actual refund of the amount owed. I can provide additional evidence, including the conversation with the seller, invoices, photos of the damaged equipment, and videos confirming the damaged equipment.

Best regards,
Inês Mota