Takealot return product rejected - theft

I bought a product from Takealot and it was not what I expected so I changed my mind and returned the product on Saturday 21 October. I did not receive any communication from Takealot so when I went to check on the progress of the return on Wednesday 25 October evening, I saw it was rejected on the 23rd and it said the reason was in an email. I did not receive any communication from Takealot about why it was rejected or that it was rejected. I logged a complaint on Wednesday 25 October evening and today (26 October), Keegan got back to me to say it was rejected for the reason "When you change your mind the item must be undamaged and unused, with the original labels and stickers attached as per the return policy". In addition, he called me the incorrect name. The product was in fact unused and in its original packaging, and met the return policy of Takealot. I believe that my order was mixed up and the wrong status was assigned to my product, hence Keegan called me the wrong name and I did not receive an email on why it was rejected. Also, the return was concluded with no way forward on returning the product to me or refunding me my money - which by definition is theft. Please investigate this matter and give me reasons and images on why it was rejected and how we can resolve this matter as the contact us doesn't work well as my tickets are closed very quickly.