Not treating customer fairly

I purchased 2 x Goldair - 132cm Deluxe 4 Light Ceiling Fan - Gold, just before lock down. It was delivered on 18 March. Building at my house then stopped and only commenced last week after going to lock down Level 3. We only opened the boxes then as the electrician needed to fit it. The one fan is faulty i.e.motor not working (checked by electrician who is installing all my lights). I've queried it with Takealot customer service and I received feedback from one of the agents that I have to return faulty items within 7 days and sorry for my loss. How can I have returned it as it was lock down and everything was put on hold.

I'm a regular Takealot customer and haven't returned any item to date. Now that I need to return an item for replacement after the lock down, I get the "don't care" attitude from Takealot. This cannot be in line with Treating Customer Fairly as the lock down is regulated by Government. We've followed up with Customer Services again but no feedback from them. Please advise next step to resolve.