Reluctant to accept returns

I bought a "SkyWalker sling bag" recently. The zip slider on the outer pocket was broken when the item was delivered. The loop that you hold to open/close the zip was missing. The slider broke off completely after the pocket was opened a couple of times. I can't say with cer*****y whether this was a factory defect or the damage happened during delivery. I returned the bag, however TL declined it quoting their returns policy on defective goods (in full). They did not state which clause of the policy was the effective one. I tried to dispute the return, but my points were completely ignored. I bought numerous items from takealot in the past, even before the rebranding from Kalahari. This was the first negative experience, but my previous items were all branded and I seen samples and knew exactly what I would get before ordering. I would buy again from TL on that basis, but not something that I'd only seen on their website.