All good until you need to return something

Never normally have any issues with my Takealot orders until you have to return something it seems, ordered a tent in December and went camping, silly me forgot to give the tent a dry-run before we went camping, ended up with a tent with poles and had to squeeze into a friend's tent. Logged a return explaining my situation, and the return was within minutes to my shock declined for seemingly no reason, no problem, perhaps it was a system error? Well I've been emailing support for weeks now to try resolve this, keep getting "We've received your message blah blah" but no one has contacted me or phoned me to help resolve this.