Returned items because of incorrect info/false advertising and Loot goes against their own return policy

I ordered a few items from Loot in July. I stay in a rural town in the Western Cape and I know that Loot normally takes 2-4 weeks for deliveries.

Nevertheless, I received the items 3 weeks after I placed the order. One of the items is a Hot Wheels Pull Back Toy Car for my son (freaking overpriced and the images portrayed two cars) and the car didn't work as advertised and the Description + Features differed in their descriptions of the product.

I book the return the next day on Loot's Website after I read the Return Policy of Loot. For an Incorrect Info/Incorrect Item the collection fee is free. The next day (it was a Friday) the local couriers collects the item from me. I receive an email on the Saturday from Loot that I need to pay R50 for the collection or they can just subtract it from the refund. The Monday I reply that I don't need to pay for the collection as their Return Policy states that the collection is free and they have already came and collected the item from me.

3 Weeks later, I decide to follow up as I can't track the progress/status of my return on Loot's Website cause they don't have a system in place for that. Now I hear that they never processed the collection cause I never gave them the go-ahead so they didn't give permission for the local couriers to collect the item. Now it is a back and forth story and Loot just says that they didn't order the collection, nobody knows where the package is, I need to pay a collection that goes against their own return policies and all the time and effort I had to put in just to follow up on a return