Poor service - Takealot

Terribly disappointed with the service received from takealot. I had purchased a school bag for my daughter and upon receiving it realized that it was too big for her. I had logged a return for it and was thereafter notified that my return was rejected due to the wheels of the bag being dirty. The bag was never used and was returned in the exact same condition it was received in. It is totally unacceptable that I am now unable to receive a refund on the item when I had received it with dirty wheels. I was advised by Takealot that there is nothing that they can do about it.