Takealot not enforcing their own policies

As a customer of Takealot from 2012, it pains me to say I am unhappy with your staff and the returns process.

Why would you email me with a returns policy, and then when I ask you to enforce your own policy, as sent by Takealot to me, suddenly it doesn't apply to me anymore? It has now been the 21 days as promised, and I get the option to get credit/a refund, but now I get told it doesn't apply to me. This is now affecting my business and I am thinking of just buying the product from someone else and not using Takealot in the forseeable future.

This is what was sent to me btw.. "WHAT HAPPENS NEXT? We'll check in with the supplier regularly for updates on your claim and we'll keep you up to date every 2-3 days on its progress.

Once the supplier confirms that your product is eligible for a return, we'll go ahead and process the outcome they've approved. This could either be a credit, refund, repair or replacement.

It could take a few weeks for the supplier to review your claim. However, after 21 days from the date you logged your return, we'll be in touch to offer a credit/refund should you not want to wait for a repair/replacement from the supplier.".