Takealot is refusing a return

I have done a return of a headset that i bought +-4 months ago. The issue is that the plastic on the mic side of the headset was broken.

Now Takealot is refusing to do the credit as they are saying that it was user damaged. They send photos of the item and it is not my headset that i send back to them. The wires has been pulled from the headset and the aux cable has been bent.

This is going on now for a month and i have been in contact with about 4 different consultants. They have not escalated this to the returns manager of which i have requested to phone me so that we can get this issue resolved.

Return number: RRN-21b6-548e