Return issue!

Dear Takealot, We have been a loyal customer of Takealot for many years and have recommended Takealot to everyone based on the good service we received; however, this last experience have really put a bad taste in my mouth. I ordered an Epson EB-S400 projector (Order #***2), unfortunately this projector is not suitable for our needs as the image is very blurry and unclear, despite all our efforts to set the zoom, the resolution and the colour modes as well as the mounting distance. As a last resort we decided to return this item. Now this is where the issue comes in. Upon returning, the Takealot Team advised that the item cannot be refunded as we did not return the ‘carrying case’. We did not at all receive a ‘carrying case’, and based on the size of the box, the projector and the polystyrene protectors, a ‘carrying case’ would not have fit into the box either. I have taken photos of this and attached. I have also looked on Epson Datasheets/Brochures and it doesn’t state that it includes a carrying case. After I have explained this to your Call Centre, they said that unfortunately we didn’t report the missing carrying case within 7-days and that we are unable to return. (This I do understand, but as we did not plan on using the projector at different locations, we didn’t bother. To be honest we did not even see that it was supposed to come with a carrying case as we wanted to mount the projector to our boardroom ceiling) The Call Centre agent advised that they could only provide repairing of the item but not a refund/credit. The projector doesn’t need repairing as it is not a defect but more of a needs-issue. I am really at my wits end as we are now sitting with an item that we cannot use. We spend a lot of money with Takealot and really disappointed to be receiving this kind of service. I’d appreciate if someone in a more Senior position can contact me with regards to this issue