Refunds at Takealot.com

I returned items at takealot.com. it seems they have refused the return due to the seal being broken. However, it is so difficult to get the return back to me. I paid for it and I am entitled to the product back, but there is no sign of them returning my product back to me. If the return is declined, the next step should be is to return the item back to the purchaser. I paid for it, and I can still use as opposed to me loosing the money all together. I have sent numerous emails with insufficient responses. It is extremely frustrating. There is also no response at the call center.