TV refused to be Fixed that has nothing to do with missing stands

I am so disappointed in takealot as my Aunt Bought a TV in August of 2020 by which they hung the TV on the wall. 4 Months later it lost picture. They tried to send it back as it is still under Warrantee however refused to fix it as it did not have the stands. "THE STANDS"???? Can someone tell me why this is required to fix the actual issue with the TV? They actually refused to Fix it due to this and i think that is ridiculous and i am sure consumer protection act is something that needs to be looked at here .