Call takealot before you log an exchange?

Takealot Re: MRRN-UNAOY-AX8N & ***

Kindly point me to the process that states I should be calling in to find out whether stock is available before logging an exchange.

I have been a loyal customer to you guys since the start: However I recent logged a request to exchange a brand new faulty set of headphones.

It was collected from my house and I was not given the replacement. Upon contact with the call centre I was advise that this was due to stock out? Why wasn't I informed of this before the product was collected and what the new process would be?

Later I was told I should've called in to find out whether there was stock before logging this request?

So much for automation and and Hassel free 30 days exchanges?