Shoes were non-refundable

I ordered a pair of shoes that were too large and wanted to return them. However, I couldn’t log the return through the app, as it showed no orders available for return. I then went to the Takealot drop-off point in my town, but they couldn’t assist and advised me to call the helpline.

When I phoned the helpline, the representative immediately tried to transfer me when I mentioned the shoes. Eventually, he asked if I had bought the shoes from Takealot or Superbalist. I confirmed it was Takealot. He then told me the shoes were non-refundable and claimed this was stated on the website.

After the call, I checked the website, which clearly says: “Hassle-Free Exchanges & Returns for 30 Days.” I called again and spoke to a helpful lady who explained that the system hadn’t registered the shoes as delivered yet, and she would escalate the issue. Once resolved, I’d be able to return the shoes.

However, the first operator merged the two calls and again insisted the shoes were non-returnable, sending me a link to the return policy. When I clicked the link (even after logging in), it said I didn’t have access to view the content.

I then tried to leave a review to warn other customers, but couldn’t, as the system still shows the package as undelivered.