Appalling returns service

Appalling service from the Takealot returns team who do not know the application of their own return policies. Product had a manufacturing fault which cause it to break just more than a month after purchase. Product refund was declined 4 minutes after refund was booked in, due to the 7 day return policy (Applicable only when product was damaged on receipt thereof). It has been over 2 weeks now and the matter is not resolved and I am receiving vague and embarrassing responses from Takealot. I can only assume this is to frustrate the matter and avoid liability under their own returns policy.