MISSING BOX, NO REFUND

I issued a return of 3 orders I placed for items that weren't advertised correctly. It was 5 boxes for the 3 orders. I returned all 5 of them to the driver, but was not refunded for one of the boxes because it got lost in transit. I spend tens of thousands of Rands with Takealot.com monthly for myself and my businesses. I've been a loyal client for over 10 years. Why should I be penalised for theft, or whatever happened to that box? I expect my refund!