Takealot never replies

After sending back my Stanley Flask (With a lifetime guarantee), I'm struggling to get info out of takealot as to when I will receive back my Flask. The only replys I get is that it will be escalated and then nothing happens. I consider this theft. Takealot has no right to not return my product to me. So takealot, If you are reading this. Send back MY PROPERTY back to me or if you can't find it, send me a new one. Why is this my problem if you do not know how to deal with customers.