Miscommunication and item received back in disgusting condition

I ordered a foundation from takealot advertised as hydrating. I received 31 December 2021. I then used the product the same day to only find out it dried my skin so much and I dont have dried skin. On the same day i contacted them enquiring if I can return the product as I know sometimes beauty products cannot be returned. There agent Fayzel emailed me back stating that I would receive a full refund.

They then fetched the product 03/01/2021- Two days later I was wondering the outcome and checked my Takealot app and found my return had been rejected with no reason on the app it showed that I should check my email for the reason. I checked my email and found no email. I then contacted them myself. They answer that email but still didn't give me a reason and then contacted them again for answer and they finally responded on the 7th given me the actual reason the product has been rejected *a beauty product or fragrance which has been used cannot be returned. Which I enquired about. This whole process could have not even happened if the first agent informed me of this instead I had to communicated with so many different agents and none of them giving me a straight answer and a whole lot of miscommunication.

Today I received the returned item back 11/01/2022 and I am utterly disgusted with takealot. If I could upload the pictures on here the way my product has come back to me I would. The top is off from the foundation the bag they put it in is full of foundation. The foundation has messed everywhere and packaged with nothing protecting it. IS this what they think of me as a customer? Please advise if I can upload pictures on here.

I have deleted there app and wont use there services again.