“30-Day Hassle-Free Returns” claim does not align with actual return process

I logged a support query with Takealot on 8 March (Ticket ***) and, despite daily follow-ups, I have received no response as of 13 March. At this point it feels like the mailbox is simply unattended.

The issue relates to a purchase of “Crucial 16GB DDR4 3200 MHz SO-DIMM Single Ranked Module – Green.” Before purchasing, I specifically confirmed that the product qualified for “Hassle-Free Exchanges & Returns for 30 Days,” as I was unsure whether it would be compatible with my laptop.

When the item arrived, I realised it was the wrong size. I then attempted to initiate a return, but instead received the message: “Takealot does not facilitate any manufacturer returns, please contact the manufacturer directly for any warranty claims.”

This directly contradicts the stated 30-day hassle-free return policy shown on the product page. I therefore logged a query with Takealot support to clarify the process.

Five days later there has been no acknowledgement or response at all, despite multiple follow-ups.

Takealot normally has a reputation for good service, which makes this particularly disappointing. At the moment, however, the published return policy and the actual system behaviour do not align, and customer support appears unresponsive.

I would appreciate Takealot clarifying how the 30-day hassle-free return policy applies in this case and assisting with the return.