No policy for item warranty returns

We bought a "Self-Balance Hoverboard with LED Lights" for my daughter's birthday in October 2023. About mid. December 2023 one of the motion control sensors malfunctioned. We took it in to one of Takealot pick up points and described the problem and that it was under product warranty and needed to be fixed or replaced.

We haven't heard anything from takealot for a month. Then at the beginning of January 2024 we received a message, unit was damaged with some scratches on the outside and that they were sending it back to us (what do you expect if an item has been used for 2 months) but that was not the problem not. We called the call center and explained that the unit is being sent to takealot due to a sensor malfunction and that the unit is still under warranty (It has a 6 month warranty. 2 have been used as a functional hoverboard and a month plus at Takealot). Call center agent said that she could see the unit being sent back to us and she can't change it but once we receive it we need to send it back and call the agent so she can intercept the unit and process it. We have received a couple of emails saying that takealot is looking into the issue (I feel like that was never the case). We made a few calls and received the same response as by email.

Another 2 weeks passed....

A few calls and emails later..... the hoverboard is missing. What now. It's a R2500-00 item, you don't just throw it away and buy a new one. This should be fixed under the product's warranty.

Takealot process for goods that do not work in the first week of receipt... works.

Replacement or repair of malfunctioning goods in their 6 or 12 month warranty, process.... FAIL, FAIL, FAIL.