They “TakeAlot” with Poor Quality Items

My sister travelled to SA and her luggage suitcases she had got damaged and needed a new set. She bought a set from TakeAlot and upon receiving it, the medium sized suitcase did not have a lock on it, only the small & big sized ones. She had it returned and decided that when it’s send back to her, I’ll be the one to receive it. My sister left SA the following day after sending the suitcase back to TakeAlot. When she arrived in Dubai on 29 Dec, the large suitcase lock also broke off. Takealot doesn’t want to refund simply because the return policy states that all items and accessories must be returned before any refund or exchange can be done. How should my sister send suitcases back when she’s not in SA and they insist that no refunds will be done.

My sister cannot use the suitcase because it’s not usable due to the locks being off and she has to buy herself another luggage set.

Can she get a full refund or something to compensate the fact that she cannot use any of the items she bought.