Takealot or Fullofexcusesalot

I bought a 3d pen and extra filament for my 10 year old daughter, at first the pen took forever to charge, but seems to work. When trying the other filament, we noticed that the strand is a bit thicker and won't feed in. So we tried another and stil the same problem. So she went back with the filament that came with the pen and just didn't work properly anymore. So I sent it back to Takealot. After a couple of emails I realized that the excuses not to pay back the money is evident. The last excuse is that they sending back the package, I then need to log the correct fault and send it back again. Don't understand the reasoning behind that.