Beyond frustrated and haven't received feedback from the takealot returns team

Beyond frustrated... I made an order on the 28th of november... order number Order #*** the canvas bag that I bought came torn at the seams.. of you look at the time delivered it was 12:40 and I put in a request to log a return for it at 12:47 the same day... I received this response from the takealot team regarding my return that it was used!!! how was it used in 7 mins when I received it in that condition!!! please assist and refund me for this

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Tsakani.V (takealot.com)

Dec 2, 2024, 13:50 GMT+2

Hi Zainab, Unfortunately, we cannot accept your return request as the item has been used and/or its tags have been removed. Our returns policy states that a return can only be accepted if the tags are still on, and it hasn’t been worn. You can view our returns policy here: https://terms-and-policies.takealot.com/ What happens next? We will return your item to your address. To track the delivery of your item, please visit: https://www.dpd.com/za/en/receiving-parcels/track-my-parcel/ Your tracking number is: --D01RRN5AYD4O6KG------------------------------------------ If you choose not to accept your return item or are unavailable to do so within the 30 days stipulated within our returns policy, the return item will be deemed abandoned and we may dispose of it. Please reply to this email should you have any questions and one of our online shopping assistants will come back to you. Tsakani.V