Are suitcases ornaments Takealot??

I collecxted a suitcase from Takealot on 14th April. Husband used for the first time on 25th April and on landing at Manchester airport, collected the suitcase which had a damaged wheel. Reported to Takealot on 26th APril, explaining that he would only return to South Africa in 2 months. Told that was no issue as there was an extended guarantee. Returned said case on 25th June immediately on return to the country. Requested feedback after no response on 2 July. On 3 July response was that the return was denied because the item did not meet the requirements of "defective products" because that did not cover "damage existing from negligence, user abuse or incorrect usage....or damage arising from a failure to adequately care for the product! We used the suitcase ONCE to transport clothing from Cape Town to Manchester. My multiple requests for how this was incorrect or lack of care for the product have met with total silence. the suitcase has been returned to me the wheel is still broken I still want to know what I did wrong This is shocking service from Takealot and I am very disappointed.