Product damaged and ****** apon return

I ordered a book from takealot recently, apron opening the package the book was full of punctured holes on the cover and the paper was damaged. I submitted it for a refund and although my refund was rejected (after they took in the damaged book they sold me) the warehouse has decided to keep my product and not offer a replacement or refund, I have tried contacting their support staff 8 times now but they refuse to help me meaning I have lost money due to petty *******.