Shocking service

I am appalled by the service I just received from takealot. I purchased a sandwich press that developed a crack in the non-stick bed after no more than 15 uses. I requested a return and replacement as the item was still under warrantee and had not been misused in any way. Within 2 minutes ****erally) of the returned item arriving at the warehouse, the return was declined. Their reason mishandling and abuse. There is not a mark on the press, not a dent, not a scratch, just the crack that is clearly a manufacturing fault! The call centre was unable to offer any assistance whatsoever or refer me to someone who could.