Return policy

I have been a loyal customer for many years and have purchased thousands of Rands over the years. Returns have never been a problem but now it seems they passing the buck to the supplier.... I have a WD Mycloud ex2 ultra with a faulty system fan. I returned it with a printed copy of one of the many mails I got from the device stating the error etc. I even politely stuck it on the box for them to see. I was expecting Takealot to credit or replace. Two weeks now and I get a mail stating supplier says unit is not faulty. WOW and I even printed error report for them. If anybody at Takealot cares , you more than welcome to contact me.