Return issue

I bought a set of travel bags for my mother and these were delivered last week Monday 29th. These were only opened and inspected on wed 1st May where we identified a few defects (scratches). I then logged a return immediately. Unfortunately the reason for I chose didn't give the option to replace but gave takealot credit or back to card used of which I opted for the latter. Monday I received an email telling me 'return has been declined ...cos product was used. I need some to clarify how are scratches on the body of the biggest size, with clean wheels determine usage. At this moment you have both my item and my money. I just want a replacement, what you will not do on my name though is say these suitcases were used.