Unacceptable response from Takealot

Good day, I am currently in a dispute with Takealot regrding a Skyworth 40" TV my mother in law purchased a few months ago. The TV was only opened last week as it was purchased for their holiday home so there was no need to open it immediately. No one would've thought that the TV would be damaged as the box was undamaged. After logging an exchange request, takealot rejected same because it was not reported within 7 days. I feel this is totally unfair and unacceptable. Can a senior Takealot representative please call me to discuss further.