takealots selling used things

i've recently purchased a eucerin ***ment serum from takealot but when it got delivered i realized it has been used I showed the lady who came to pick it up..my used bottle that I was using until Saturday.. and wen I took out the new one which I bought from them with all the other products thats wen I saw it was a used already. i then receive an email from takealot stating they can not refund it because it was used, i got it used already. extremely disappointed with the customer service i've received from snenhlanhla. absolutely no understanding taken