Takealot offers bad service on returning items

I purchased a Pineware Food Processer on 03/10/2017 on the Takealot website. I have used this Food Processor twice, where it actually worked - Once in October 2017, second time was 4 weeks ago and the third time was on the 20/09/2018 and it doesnt seem to work. So disappointed with this product. I have logged a return request on the Takelot website on the 21/09/2018. They sent me an email to acknowedledge my request and I quote their response: As your Return Request falls outside of the Takealot six months Returns Policy, we now need to check if your purchase is covered by the supplier warranty. Soon after when I tracked the progress on the website which was on the same day literally 2 hours and 35 minutes later that I logged the return. It said - Not eligible for return. How was that possible when they didnt even check. I then went onto the website and took a screenshot that says there is a 12 year warranty on the product and emailed it to them. To date they have not yet collected the item from me. Tomorrow will be 1 year. They are proscastinating on purpose so that the warranty will be over. This is unacceptable. What ever happened to good service!!!! If you dont like to take the faulty items back, then why have that option on the website? I doubt I will use Takealot again. As much as they promote their products, they should be able to service their clients.