Takealot is playing the runaround game because they do not want to refund

I am getting really frustrated with them. I places an order on the 17th off March 2025, one off the items was a kettle. I picked up the order on the 19th at the Herm**** pick up point at around 12h47pm , drove the 20min home, and tested the items. I found that the kettle was not working due to a faulty plug, and logged a return at around 13h26pm. I returned the kettle to the pick up point, went and bought a new kettle as I needed one, then got a message on the 24th that my return was denied because according to them I damaged the plug. I immediately contacted takealot and spoke to Thubelihle, who assured me that they will follow up and he logged a special return as he stated it. They already send the item back, BUT NOT TO THE HERM**** pick up point where I always receive my orders, but to an address I used one for a gift delivery. They never asked me for a delivery address, but I got the item, and send it back to them again via the Herm**** pick up point, on the 28th. Again yesterday I saw on the app they declined it again, but I got no email. Again I contacted them, got an email from a Natasha.D that she will look in to it. This morning I got an email wanting me to return the kettle AGAIN, FOR THE THIRD TIME, to a pick up point. This one is not anywhere close to me, BUT THE BEST PART IS , I DO NOT HAVE THE KETTLE. It should be with their returns department. I am very disappointed in this service and would like some answers as I cant get anyone to talk to me on the phone, because apparently they are to busy.