Replacement product the same as the returned damaged product

We are regular customers of takealot and recently purchased a gift for our niece which was damaged upon receipt, the packaging was in order but the product had a defect/was broken. We logged the return and requested a replacement of the same product as our niece loved the gift, We dropped it off at our nearest drop off point, received feedback that the replacement was ready for collection and when we went to collect the replacement product it was the exact same damaged product. We opened it at the collection point and was extremely unimpressed with both the service at that service point and the fact that they literally gave us back the same damaged product as a replacement. When we informed the takealot staff member that it's the exact damaged product as we returned, she nonchalantly said just log a return. We logged a return but we requested a refund this time as we're not taking a chance on getting the same damaged product again.