Shocking returns service from Loot.co.za

Good day. I bought my son a watch from Loot.co.za for his 21st birthday. a smart Watch, which worked well for 4 months until it stopped charging. Loot has a 21 day return policy, but after many emails, they did tell me I can return it for them to look at and they will fix it. I emailed them . I received this email back on Friday 6 August, after filling in my address for them to collect it:

Your ticket has been created with the ticket ID 76858 and subject "Loot Return - damaged - [Order#WRGY-320-B260] [Product#XLBZ-6274-GA90 - Q9 Bluetooth Smart Watch with Heartrate Monitor - Black]"

Someone from our customer service team will review it and respond shortly.

Regards, Loot Support Team.

6 days later, no email, no phone call and no collection.