Horrible Return Customer Journey

I recently bought a laminating machine. The machine overheated and melted most of the pages I tried to laminate. I logged a return, and returned the product. A few days later I got a request to return the pouches else the faulty machine would be returned to me. No questions like, do you still have pouches left. No, just a bring back the pouches or take the machine back. I use takealot frequently. But the returns customer journey is far behind what you stand for as a company. It will make me doubt using the service going forward. The responses to your mails is ridiculous. I can only get the message delivered if i type in certain places of the email body. Please revisit this journey. You will loose customers if you dont