I ordered a product, which was supposed to come with a lip balm as described and as” what’s included in the box”that’s what i ordered and that’s what i paid for

I ordered a product, which was supposed to come with a lip balm as described and as” what’s included in the box”that’s what i ordered and that’s what i paid for. I only received the product and not the lip balm. Reached out to Takealot to say hey I have missing item. Dealth with someone new almost everyday and after explanation to say I have opened, used the product that’s how I discovered that it’s actually **** and I discarded the box. The lady told me to return the product for a refund. I sent an email saying my partner will use the product, can I have the missing lip balm. Thorough explained that the product has been used, the consultant called and said I still need to return if for refund. I then returned it and they told me they can’t refund as the product is used. I was very disappointed as I did disclose that but I was forced to return it. They declined the refund and not even giving me the missing item.