Claiming import duties and taxes from an item that was returned and refunded

Dear SARS - Customs

I imported a clothing item from the UK using DHL express as the logistics provider. I paid import duties and taxes on the item. When the item arrived I tried it on and unfortunately it didn't fit me. I immediately reported it to the seller and arranged for the item to be returned and app**** for a refund. I have received my refund from the seller in the UK, however I have also tried to apply for a refund regarding the import duties and taxes but DHL express is refusing to help saying that I don't have a claim to the import duties and taxes. I have tried to contact SARS call centre for help and guidance, but I cannot get through. Please can you intervene and help provide guidance as I find it hard to believe the explanation that DHL express has given me.