Terrible customer service and return policy

What horrible customer service received from Takealot.com. I bought a drain rod to unclog our main drain outside, I received the Item, used it and immediately the plunger part of the rod broke off and clogged the drain even more. I had to call in a plumber to have it sorted out and obviously could not retrieve the broken part as it went down the drain. Takealot declined my return saying user negligence, I logged the return an hour after receiving the item. the refuse to take the item back and refund me. They then told me I must contact the product supplier myself. lol what a joke, they dont mind being middle man when you buying but then when you have a problem they want to pull out. Extremely disgusted by this horrible service