Product Returned - Not Refundable

After being a loyal customer of Take a Lot for years now, spending Thousands of Rands. I spend R820 on a Russel Hobbs Kettle. Beautiful and good make (I thought to my disgust). Used the couple for 4 months and it starts Leaking. Sent the Kettle back to Take a Lot issuing claim as a Manufacturing fault and it is leaking. Received a mail from Take a Lot stating the Kettle is cracked they are sending it back to me and no refund is going to be issued. I stated in my claim the Kettle is leaking. Nowhere was this kettle cracked in anyway when I sent it back, yet received a Picture of a cracked kettle stating it had to be returned in 7 days as per policy. This kettle was not broken when I received it. It started leaking after 4 months, I returned the product stating it's a manufacturing fault. Reply I got with a picture is it's cracked. I am an honest person and would never state anything different as proven being a loyal customer for years. But receiving a mail like this with no refund for the first time returning a product as faulty is really unacceptable and highly disappointing!