Disappointed customer- Takealot.com

About 3 weeks ago I bought an Iphone 11 on Takealot.com. It was one of the Good as New ones. I was buying it for my mom as a gift. When I received it, it was just wrapped in a box and plastic and therefore did not meet my expectations. I have bought a second hand phone from vodacom before and it came in decent packaging hence I also trusted them to do the same. I did not upwrap the plastic hence never touching the phone itself. I logged a request to return it immediately. They came to pick it up and said my request for return was declined due to not meeting some policy, implying that I opened the phone and used it, or whatever they meant. I have bought a few things on takealot and did not expect this **** from them. I would have loved my money back so I can get something else for my mom for mothers day.