Replacement for missing item

I purchased some items and did not receive an item in that order, I have contacted takealot 3 times and all these agents want this same thing, they want a picture of the box and that was sent 3 times and they send me a copy and paste response of how to return a non returnable item which is very stupid! Like don't these agents know that I cannot return a non returnable item. Can you just send me the item I did not receive. I WANT A REPLACEMENT AND STOP WASTING MY TIME. This is not a good customer experience period!!!