Takealot product defect, ineligible to return!

I ordered a steamer that isn't able to function properly since it's missing a pole! I logged the return and Takealot nicely returns it back to me without the pole saying that I've missed the 7day return policy. Bear in mind I logged the first return within 3days, immediately as I saw the pole was missing. Their feedback to me was that I passed the 7 day return policy and that I was no longer eligible to return a product defect! I don't understand this!!! And of course their client service is horrid so I can't explain this to anyone.