Extremely disappointed!!

I am very disappointed in takealot as i had a big order for my families christmas presents and when i received the delivery i wrapped it immediately as i have never had a problem with wrong products or damaged products. We left for holiday a few days after i received the delivery. When my partner opened his present which was a laptop bag the shoulder seam was completely torn and would not be safe to carry his laptop in it. We came home the day after christmas and i logged a return immediately, they picked the bag up 2 days later, I understand it was festive season but i waited 2 and a half weeks for a response from takealot regarding the return date! They delivered the bag on the 10th of january exactly the way i wrapped the bag, the bag was not touched, and not inspected at all!! I asked for a refund as the declined the return and now they have an issue to refund me!! This is unacceptable as i am a loyal customer and buy off their site a few times a month and spend over R1000 every time but now that i have a problem the handle it like this??!!