Takealot return and refund taking ages

In December 2018 I ordered a gift for someone, however the product was severely defective. I logged a return on Takealot's site and they collected the product on 27 December 2018. I received a confirmation sms stating it has been collected. It took a few days for me to get feedback (I understand there was a public holiday in between but it still took longer than stated on the website's FAQ) and on the website it stated that the product hasn't even been collected yet.

I emailed support on 2 January 2019 and received feedback on the 3rd saying "We apologise for keeping you waiting. We are chasing up the relevant parties and promise to get back to you with a resolution asap." After receiving this mail I checked the status of my return online again and it stated that the collection of the returned item has been CANCELLED and the return has been CONCLUDED. I did not cancel the return and I haven't gotten any feedback regarding my refund yet. I rep**** to the mail I receive asking why the status of my return indicates this and I haven't gotten feedback yet.

I've used Takealot for YEARS, it's my go to online shop and I adore it. But this is making me very concerned.