TAKELOT DONT REPLACE/REFUND EXPENSIVE GOODS GONE WRONG

i bought a trolly bag for my child which cost R869, my child used the bag and the bag ripped by the zip on top and other places-i returned the bag to be replaced and i was told due to their policy- when i bought the bag, it came in a see through plastic bag, not in a box. they returned my bag after in spection and sent it in a actual box this time- my point is why must i spend so much money and not get a replacement or refund, at this point i would like a refund and this is not cheap- the service i have not received before from Takealot. with something this expensive it was my first time buying an expensive school bag thinking it will be very good quality. I AM NOT HAPPY WITH WASTING MY MONEY, THEY ALSO DIDNT BOTHER TO CONTACT ME AFTER I REQUESTED THIS TWICE.