Takealot.com refuse to refund

I ordered goods to the value of R 895.00 online from Takealot.com and paid by credit card and a R 150 voucher I had.

When the order was delivered, one item was missing. When I checked my order online, I saw that this item had been cancelled by Takealot.com (see item B on the attached order). Also on the attached order, you will see that the R150 discount voucher was correctly app**** against the balance of my order (see item A on the attached order).

I checked my account and saw there was a credit of R 245 not R395 which was the amount paid for the cancelled item. When I contacted Takealot.com they informed me that since there was a cancelled item on the order they reversed the value of the voucher against the amount owed to me. Notwithstanding the order on their system showing the discount having been app**** against the balance of the order, they were adamant the refund due was only R 245 – citing their “Returns Policy” which is nonsensical, as I didn’t return anything. I then requested a refund to my credit card of the R245 (which I still believed should be R 395, but didn’t have the energy to argue about), only to be told they don’t do refunds, only credits to the account. It is my understanding that this is in contravention of the CPA, as this is not a “change of heart” refund, but an inability on the part of the company to supply an item they charged me for. I was offered a replacement voucher for R 150 which I declined – the voucher used in the order was already a replacement voucher on a previous order where Takealot.com was unable to supply an item I had paid for. This replacement voucher was valid for 2 weeks, effectively forcing me to purchase goods to realise its value. I certainly wasn’t going to fall into that trap again!

I also referred them to clause 5.2 of their Terms and conditions which states:

NOTE: Takealot or the Third Party Seller will indicate the acceptance of your order by delivering the Goods to you or allowing you to collect them, and only at that point will an agreement of sale between you and Takealot or the Third Party Seller come into effect (the “Sale”). This is regardless of any communication from Takealot stating that your order or payment has been confirmed. Takealot will indicate the rejection of your order (by Takealot itself or the Third Party Seller) by cancelling it and, as soon as possible thereafter, refunding you for any amount already paid.

Takealot.com was still not prepared to refund me the money they owe to me.