Takealot.com Returns Rejected Unjustly

I recently bought an airfryer for a Christmas gift and upon opening the box, we found the airfryer with a huge hole through the entire unit. I returned the unused airfryer to Takealot and they rejected my return saying I used the machine and damaged it. What absolute lies!!! They clearly sold me a damaged item and don’t want it back. Why must the customer take the brunt of their incapabilities of delivering products brand new.