Takealot refusing to refund my cash

I ordered a kettle for R498 from takealot and returned it because I didn’t like the way it pours (it messes when it pours). I am a regular customer of theirs and they are refusing to refund my money. The item was returned with all necessary paper work in the box but they are telling me that don’t refund for ‘used’ items. I had to use the damn kettle to figure out that it doesn’t pour well. It’s not rocket science. This is ***** and I expect a full refund. MRRN-c9dvm-aqp9