Return declined missing parts

Although I am generally happy with Takealot and never had a problem with returns in the past, I was shocked when a recent return was declined and sent right back to me still without its missing parts and without an explanation or email which they promised. I ordered a door lock with the door handles. I explained at length on requesting the return, which parts were missing. In the box were 4 door handle inner plates but no keyhole cover plates. It is obvious that there should have been 2 door handle inner plates as well as 2 keyhole cover plates. There was even a photo of the keyhole cover plates on Takealot's app. Obviously, the person reviewing the return did not read my online explanation or did not know what a keyhole cover plate looked like and didn't bother to look at the photo on the app. Huge unfair decline of return.