Refuse to refund non-working item

Refuse to refund non-working item (5-in-1 Whole Body Massager). Program Button does not work. BEWARE!!! Email with Postur: Shocking. ...It is best I warn others here in South Africa of the conduct of this/your company who state clearly that an unsatisfied customer will not be refunded. Evidently misleading and untrue: QUOTE Our Guarantee ... If you’re not absolutely thrilled with the results, we’ll give you your money back UNQUOTE Julia Lopes, Customer Service Manager at postur-tech.com wrote: Good morning, I acknowledge receipt of your email. We sent your video to our technical team, unfortunately they were unable to verify it as the video you sent did not meet their requests. So would you be kind enough to send us a new video (video of you using the device) of the product showing the malfunction so that we can check it in more detail? (I sent three videos already clearly showing failure) I wish I had seen Hello Peter's review before i bought from them.