Takealot sucks

I purchased a Phillips Vacuum cleaner some time back and have been using it every day since, which means it is a proper second-hand product now. I recently cleaned it, and after the cleaning, it is very loud. I booked it for a return and repair. It was collected but now can’t be booked for a return because there is an additional nozzle (which we never used) that is lost. I have looked all over and can’t find it. I have explained this over and over and over to the agents. I understand they have a policy, and that they are following rules, but surely logic should also prevail, let me explain. If this product was new, and I returned it without the nozzle, it means you can’t resell it, and that would be a loss for you, in this case the policy makes 100% sense. In this case though the product is well used and can’t be resold, it has to either be repaired or replaced. It makes NO sense to withhold the return because a small ad on part which is not critical to its operation is missing, It’s a logical conclusion!! So now, despite the fact that the product is old and used and can’s be resold, I cant return it, even for repairs, frankly this is nonsense. They have provided a complaints email address that doesn't work and refuses to provide the CEOs email address.