Takealot lost my return after courier collection

Takealot collected my return through their authorised courier on 1 December after sending me an SMS that my return was rescheduled. The parcel has since gone missing, and Takealot now refuses to refund me, saying the item was not received. I followed all instructions and handed the items to their courier. I am requesting either the return of my items or a full refund.

Order number: MRRN-MVDN9-OMEY