Refusing to accept returns

I ordered 2 sets of handbags for my sister’s birthday only to find that there were other people who bought the same sets so I tried returning the bags to Takealot. They returned one and lost the other set. I tried calling many times to find out why my return got rejected and they keep saying “seal broken” I asked all consultants for clarity as to which seal was broken and no one knows the answer yet they won’t take the bags back or take accountability for the lost set.