Vat refund for iPhone purchases

I bought two iPhones from Korea on 02.11.2023 from the online store. I received the products from the apple store in Korea. I returned to my country. I sent all the necessary documents to vat.refund@apple.com. This place only deals with Europe, they sent my documents to Korea. The official in Korea says we don't refund VAT. Is this a joke? Can something like this happen? Which department should I complain to?

[Edited by Moderator]