Unable to return a RETURNABLE product.

I really hope this gets the attention I require since NO ONE is getting back to me since I've sent proof of an item purchased that is eligible for return!!!!

PLEASE PLEASE can someone help me!!! I have purchased a Nespresso Inissia Machine which was a gift. The machine has not been used at all. In brand new condition as received from Takealot. I then realised it was not the coffee machine my husband wanted. He wanted the newer version which is the Vertuo machine. I would like to return the Inissia and purchase the Vertuo.

PLEASE EXPLAIN HOW THIS IS NOT POSSIBLE IF YOUR WEBSITE CLEARLY STATES: "Hassle-Free Exchanges & Returns for 30 Days." - "Returns If you are not completely satisfied, simply return the items to us in their original condition and packaging within 30 days of receipt and we will issue a credit which can be used to place a new order."

Someone please help me in getting this resolved. I've never experienced this and cannot believe the poor, zero service I am receiving.