Terrible service from takealot.com

I bought a waterproof sports active case for my phone which cost almost a thousand rand from takealot.com. the case fell after only days of purchasing, while I was in the house and tore apart. I send the case back to takealot.com for a replacement one and I am being told by takealot.com that it is user damage and they will not be replacing it. There is no evidence to proof what takealot.com means when they say user damage. I am terribly degusted by the poor service I am receiving from takealot.com since I have been a customer at takealot.com from quite some time now. I will not be paying for phone case worth a thousand rand to takealot.com only for it to fall once and brake them I am being held liable by takealot.com for the damages in a form of user damage. this very ridiculous and need to be resolved as soo as possible