Employees do not know the CPA

I recently bought a kids smar****ch from Takealot for my son. When the watch arrived I struggled to get it set up, I submitted a request for it to be returned. I then tried a 3rd SIM card and the watch worked so I cancelled the return. We had the watch for about two weeks, my son only used it one day and the following day the face of the watch fell off. It was only being held together by glue!! Fortunately this happened at home and the watch was not damaged when the face fell off. I then tried to put the watch back together but everytime I would shake it, it fell off on my bed. I submitted a return. I then also realised the reason I struggled so much to set it up was because the face was obviously loose snd it must have been struggling to make contact possibly?? After a week I checked on the app to see what was happening with the return. It just said return concluded but no feed back. After two phone calls snd numerous emails I have been told that they will not accept the return as the watch shows signs of being used and under the consumer protection act they don’t have to accept an item that has been used. To be clear, I am returning the product because it is defective, the consumer act says reasonable wear and tear is obviously ok as how else would you know if the item is defective if you don’t use it. Obviously it has been used. If the insinuation is that we broke it then please explain to me how we dropped the watch hard enough for it to come apart and yet there is not a scratch on it, no cracks, no chips. The photos they sent show that the face has come off. Which is really just proving what I am saying. But nowhere is there any damage to the watch. Again, it was worn once. That watch is in perfect condition except that the glue that holds it together is obvious *******. Please explain to me how this is not a defective product? Is the glueing of the watch my responsibility?? I also do not appreciate how they have completely misinterpreted the consumer protection act. My emails have gone unanswered. I have asked for photos to show the apparent wear and tear damage they are claiming. No answer. If this complaint is not escalated I will have no option but to take the matter to the national consumer tribunal. It’s really sad that I have now spoken to 4 different employees at Takealot and am still having to resort to these channels of complaining to be heard. I will never spend a cent with this company again.