Shocking customer service

I purchased/received volkano earbuds on the 9th of March 2021 via takealot.com and I've had these earbuds for a couple of months. I still have a 16 month warranty on these earbuds according to one of takealot's consultants. Within some time last week it was faulty the one earbud didn't want to go on for 3 days in a row it showed that it was charging in it's box but still didn't want to go on and this is what I explained to the consultant. I requested a return and logged a call with them the day before pickup because I wasn't sure if they would accept it without the original package which I didn't have in my possession and also the charger cable. The consultant told me not to worry they will accept it as is. Last week Friday the 21st of January was the pickup then on the 25th I received an email from a different consultant saying that they need the original package and the charger cable. I was then confused at the time and then requested a callback from takealot.com. A different consultant then spoke to me and I explained to him as to why I didn't have the original package he then said that he couldn't help me. And I ended up cancelling my return. I then told him that I just wanted it fixed and that I didn't want my money back. He then said that they still can't go any further or do anything without the original package. I am very disappointed, because regardless of not having the rest of the items of the product I am still under warranty. I want my money back or I want a new one. I hope this matter can be resolved promptly.