TAKE ALOT.COM RETURN PRODUCT COMMUNICATION SUCK!

I purchased a Tapo vr 10 vacuum and mop. Just over a month into it I realise the mop holder is leaking.

I return the package to the nearest branch which is Diep River.

2 days later I get a email saying:

Thank you for logging your return with the Takealot.com Returns Department. Please note that we have rejected your return request due to the following reason/s: 3: Defective products We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects. The following will NOT be regarded as defects and will not entitle you to a return under this section 3: damage arising from negligence, user abuse or incorrect usage of the product; We ask that you please read our Returns & Exchange policy here for further information: www.takealot.com/help/exchange-return-policy. If there is anything unclear about the Returns & Exchange policy on our website and you require clarity, Click help on our Website - https://secure.takealot.com/help If this does not help, one of our friend shopping assistants will come back to you. Regards, Cermony.P

I reply, I send about 5 emails and still no reply and it has been 3 days later.

I went to the store to collect my item and it was never sent back.

All I want to know is what the reason is in detail and where my machine is.