Refund denied, followed by Returning damaged goods

Towards the end of August, I wanted to return the Reebok rowing machine that I had purchased. I was very unimpressed by the product, hence i wanted to send it back. I unfortunately got rid of the box. I informed Takealot that the rower was not in its original packagaing, but they got a courier to take it back. A week later, I get an email from Mr Shongwe to say that they are not refunding me due to the rowing machine not being in its original packaging (wasting everyone's time as I had informed them about the packaging in the first place). I emailed Mr Shongwe with no response...

On the 7th September 2017, Takealot returned my Reebok rowing machine wrapped in bubble wrap. As I unwrapped the rower, I immediately noticed that the machine must have been dropped and scratched in the process. The rowing machine is in no-way in the same condition as when it was first taken from my work. There are pictures of proof, clearly shwoing their mismanagement of my purchase. I emailed Mr Shongwe immediately, where I was meant to get a response 12-24 hours later. It is now the 13th of September.

I understood the denial of a refund, however delivering damaged goods to me is salt in the wound, and I definitely want an answer to the poor management and communication of this whole process.