Return item decline with no explanation

I ordered two watches from Takealot for my daughter’s birthday, and both arrived in unacceptable condition. The first watch was delivered broken, so I returned it and requested a refund to the original payment method. While the refund was processed, it was credited to my Takealot account instead of being refunded to the original method as I had clearly requested.

The second watch arrived with a cracked strap that looked like it was going to break. I immediately logged a return, but the return was declined after an evaluation. According to the email I received, they claimed I had damaged the item, which is simply untrue. I opened the box, saw the damage, and put it right back. The watch was never used—no SIM card was inserted, and I didn’t even remove the sticker on the watch face.

I’ve asked Takealot for clarification on how they evaluated the product and came to the conclusion that I damaged it, but I haven’t received an explanation. I’m extremely disappointed with both the quality of the items and the way my returns were handled.

Would appreciate clear communication and fair handling of returns in the future.