Poor quality chair handled poorly by takealot

I had a faulty office chair that's arm rest snapped within a month of purchasing the item. I was using the chair for it's purpose and intention and thus did a replacement request with takealot. Instead of getting a replacement, they are sending the itme back saying that there is visible user damage. The damage being the arm rest. That is a poor quality faulty item, that i paid a lot for. But I must just suck it up because they say it is their policy. Policy to refuse faulty items for a replacement is more like it.