Poor service

I received my air fryer in a badly damaged condition. The screen was dented and scratched, and there was a big scratch on the top of the air fryer as well. A day after I opened it,I immediately logged a return, and the product was collected. However, when I later checked on the Takealot app, I saw a message saying that the return was declined. This is very disappointing, as the item was already damaged when I received it. I don’t understand how the return can be declined for a product that arrived in such poor condition. This experience has been frustrating and unacceptable.