GymCompany - Repair of the simulator

On November 22, 2021 My director purchased Inspire FT2 Dual Adjustable Pulley REF IN-12-007-00 on the website https://www.gymcompany.pt/. It was installed on December 10, 2021. Then, after being used twice, it broke down: two cables that carry out the main working load frayed through. My director noticed that on December 20, 2021, took a photo and a video and sent it to you via the feedback form on the website asking to resolve the issue, after that he left on holiday. During his holiday, me as his assistant was constantly making calls and writing e-mails to your company. I did that every 1-2 days. Around January 14, 2022 we finally received the following reply: “We have ordered the cable, it will arrive soon, we will install it, and right now all of our workers are sick”. Meanwhile we also purchased a treadmill from your company, and your employees informed us that they will arrive to assemble the treadmill and will repair the strength strainer at once, they have everything necessary for the replacement (apparently, the said cable).
Then, on February 24, 2022 (that is 2 months later after the issue came up, after the constant calls to your company and after more than a month after your response that the repair will be done), the company’s workers arrived for the treadmill assembly. They were the same workers who set up the strength trainer. Turned out, they didn’t know that they had to do the repair of the strength trainer and they haven’t received any necessary supplies for it. My director showed them the fault. They said that they will pass the info to the office. After that i had a phone call with one of your employees, who checked the data on my case and it was closed with the status “repairs preformed”. Later on, every time we had phoned your company, we were just given promises, but the result is that after 3 months of malfunction of the strength trainer having been discovered, it still wasn’t fixed and repaired from your side. Accordingly, it’s impossible for us to use the trainer machine.
In the “Returns and Refunds” section of your website it is stated:
“Não gostou da cor? Não era o que esperava? Mudou de ideias? Sem problemas!
Após a compra, tem 14 dias úteis para devolver o produto e solicitar um reembolso. É muito importante que o devolva com a embalagem original, pois, uma vez aberto, não aceitaremos produtos fora da caixa.”
We sent the request about the issue on December 23, 2021, so it was done within 14 working days after the contract had been received. Still, the problem hasn’t been sorted out and the money for the faulty item hasn’t been refunded.