Poor service - returning faulty item

I'm writing this message to express the bad service I received from Takealot Returns. I bought the 2in1 roller heater last year online. It was delivered fine and we used the heater for a month and it was not powering ON. I called them for the process of returning it and they told me it only had 6 months warranty, but when I checked the box it says 12 months. They advised to take pictures and send it to them. I did as per their request and they say it's fine it will be collected. The driver came fetch it and requested the heater to be un***** and be in pieces so that it can be packed to the box, as he's scared to drive with it since it's still new and he doesn't want it to be damaged. He helped and un***** the heater and place it back to its box. Next day I received email from Takealot saying "they won't be able to return the heater as it have a visible damage ". When I rep**** and asking how come cz the heater was only used for month last year and since then no one used it. The driver that was collecting it and us at home how we all were not able to see this "visible damage" ?. The was no answer and they sent back the heater to me. What a poor service and excuse that doesn't make sense. I'm so disappointed with Takealot and I'm up on opening the case for them. That means I have wasted my money.