Takealot refusing to take back a product they incorrectly delivered to me and accusing me falsely

Takealot made a mistake by issuing me with the wrong protein (casein) product. Unfortunately I have already removed the plastic but did not open the container. I logged a return and told them that I did not order that product and that it was the wrong product. I mentioned to them that I removed the plastic but never opened anything. I was informed that my refund was rejected due to the product being used (false accused) of using a product or opening a product I never ordered. I asked them if I could escalate this as this was not my fault that the wrong product got delivered to me. They said the wrong product will be delivered to me again and the refund will not be processed. They said if I don’t accept the product I never ordered they will abandon it. How sick is this, they should still replace the product but I am being accused of opening a product I never ordered. How sick is this. I don’t think I will shop at Takealot again after this sick experience.