Takealot - bad experience with a return

This has been really bad service form takealot, firstly I was sold a really bad product (a laptop defective by design, the opening and closing mechanism failed after 6 months!), then takelot picks up the return and closes the return out saying no refund eligible and does not even send me an email on this so I am left with no correspondence.

Now after asking for help and messaging the client services I get an email saying I must drop the item off at their pick up location. What on earth is going on here??

I have always had a good experience with Takealot but this is really bad.