Poor service, poor communication

I purchased an item, when it was delivered, I immediately tried to install it. During the time of unwrapping, my staff through away the packaging. I then found out that the item would not work for me, I called the returns centre and the lady informed me that it's not a problem, she has even returned items herself which was not in the original packaging. I told her I would find a box and we discussed the way the item needs to be packaged. Upon the item being received by takealot, I now get informed that they cannot refund me as it's not in the original packaging, this is completely unacceptable as it's even recorded that I was told I can use another box